The Problem

As Flock expands deployment across field sites, providing real-time technical guidance and maintaining work order accuracy keeps field service operations running smoothly. Technicians and third-party contractors need rapid troubleshooting support to resolve hardware, camera, and network issues on-site without delaying installations. You will own live technical support and work order quality checking, ensuring field teams have the answers and standards needed to execute cleanly.

What You'll Own

• Deliver real-time, chat-based technical troubleshooting support to field technicians and third-party contractors across live hardware, camera, network connectivity, and application issues.
• Audit and review newly generated work orders for accuracy, completeness, and adherence to updated field operational standards.
• Conduct investigative research into recurring or complex technical issues to determine root causes and guide field teams toward resolution.
• Manage high-volume, concurrent support cases using Salesforce, internal queue tools, and knowledge management systems.
• Partner cross-functionally across operations and field teams to clarify work order requirements and resolve technical escalations efficiently.

What This Role is Not

This isn't an entry-level validation or basic data entry job, you are expected to independently investigate complex technical issues, troubleshoot devices, and manage quality standards. This isn't a phone-based call center role, primary support is delivered asynchronously and synchronously through chat channels and operational tools. This isn't a field installation position, you will support field technicians remotely rather than traveling to physical sites for hands-on digging or mounting.

What You Bring

• Strong computer literacy and technical troubleshooting capability, with demonstrated experience delivering chat-based technical support in a remote setting.
• Ability to multitask across live support cases, work order queues, and documentation systems in a fast-paced environment.
• Clear written communication skills to articulate technical guidance, document case details, and collaborate across teams.
• Proficiency navigating web applications, software workflow tools, and Salesforce.
• Familiarity with cameras, network connectivity, or product hardware is a plus.

Compensation

In this role, you'll receive a starting salary between $55,000 and $65,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.

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Why Flock 💚

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

📍Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

🌟 The impossible takes every kind of mind. Flock is an equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply. If you need assistance or an accommodation due to a disability, email recruiting@flocksafety.com; your information stays confidential and is used only to arrange the right accommodation for your interviews.

💰 On compensation. We pay fairly for the work. Base salary is determined by job-related experience, education, training, and market indicators. The range in this posting covers base salary only and doesn't include equity, sales bonus plans where applicable, or benefits. The range may be adjusted over time, and this posting may span more than one career level.

📣 One last thing. All legitimate communication from Flock comes from an email ending in @flocksafety.com or noreply@ashbyhq.com. We never make offers through messaging apps or third parties, and we never request payment or sensitive personal information during hiring. If you encounter suspicious outreach about a Flock role, report it to recruiting@flocksafety.com.