Technical Support Engineer (Video Focus)

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

Flock Safety is looking to add a Technical Support Engineer with strong video expertise to support our cloud software and hardware products. You will play a central role in video incident management, troubleshooting technical video issues, and collaborating with Product and Engineering teams to resolve video-related problems. As a Technical Support Engineer—Video, you will handle escalated technical cases related to video recording devices, streaming issues, data integrity, video analytics, and integration with video management systems. You’ll perform advanced troubleshooting, validate video issues, identify workarounds, and ensure that engineering-ready tickets are created for critical video defects.

This role requires hands-on experience with SaaS solutions, a foundational knowledge of video codecs, streaming protocols, video APIs, and error logging.

How You’ll Make an Impact

• Act as the primary technical point of contact for hardware and software video support cases.

• Troubleshoot and resolve escalated video issues, including analyzing video system logs, error codes, and customer-reported video incidents.

• Reproduce video software or hardware issues (such as image quality problems, streaming interruptions, or playback failures) and develop temporary solutions to unblock customers.

• Execute and understand basic SQL queries, including database updates relating to video metadata and logs.

• Support SSO and non-SSO authentication systems—such as Azure, Okta, and Auth0—as they relate to video device access and permissions.

• Identify trends and perform proactive analysis of video support cases, partnering with Product teams to improve video quality and reduce recurring video issues.

• Troubleshoot network related issues that affect video streaming/playback.

• Utilize API tools like Postman to test and validate video-related API issues, including integrations with third-party video management systems.

• Triage and escalate critical video issues to Engineering based on urgency and prioritization; ensure that video incidents are properly documented and tracked.

• Manage the video incident management process, ensuring visibility and awareness of known video issues across the business.

• 4+ years of advanced technical support experience, with a strong emphasis on video troubleshooting and support.

• Deep technical troubleshooting skills—including reading video device logs, interpreting video error codes, and reproducing video issues in both production and development environments.

• Experience writing technical defect reports for video issues, with clear reproduction steps and video evidence for Engineering teams.

• Prior experience supporting cloud-based SaaS solutions, especially video surveillance or streaming platforms (Salesforce Incident Management experience is a plus!).

• Familiarity with video formats, codecs, transmission protocols, and common challenges in video streaming or recording.

• Exceptional verbal and written communication skills; ability to convey complex video-technical issues clearly and empathetically to internal teams and customers.

We are a results-oriented culture and believe in structured 90-day plans to ensure success. Here’s what to expect in your first three months:

The First 30 Days:

• Complete company onboarding and attend team meetings.

• Begin hands-on training with Flock’s video systems, tools, and processes.

• Shadow teammates for best practices on troubleshooting and resolving video-related technical issues.

• Start responding to customer video cases with oversight and feedback from senior team members.

The First 60 Days:

• Take full ownership of troubleshooting and resolving escalated video technical issues.

• Collaborate cross-functionally to escalate and resolve complex video product challenges.

• Contribute to internal video documentation and troubleshooting workflows.

• Gain confidence in handling video technical support cases independently.

90 Days & Beyond:

• Act as a subject matter expert for Flock’s hardware and software video solutions.

• Drive process improvements based on common video technical challenges and customer feedback.

• Take proactive steps to analyze video support trends and recommend solutions to prevent recurring issues.

• Fully manage a portfolio of technical video support cases with minimal oversight.

Join us in our mission to make communities safer while advancing your career in a dynamic and impactful role at Flock Safety—with a special focus on cutting-edge video support!

In this role, you’ll receive a starting salary up to $95,000 as well as Flock Safety 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.

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.

👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support

💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.