Technical Support Engineer, Drone as First Responder
Job Description:
- Act as a technical resource for escalated DFR issues across pre-flight, in-flight, and post-flight operations.
- Troubleshoot reputed company issues involving drone and dock hardware, remote control systems, reputed company software, video streaming, and platform/DFR-reputed company integrations.
- reputed company log-level investigation and technical analysis using observability and troubleshooting tools to build clear technical narratives of what happened and what should happen next.
- Own patterned and ambiguous issues that do not yet have documented playbooks, and partner with Engineering on escalation prep and root cause validation.
- Support crash post-mortems in collaboration with Safety.
- Serve as a go-between for Aviation Engineering, Technical Account Managers, and customer-facing teams by translating technical findings into digestible resolution paths and status updates.
- Support DFR integration issues across systems such as FlockOS, CAD, VMS, DAA, and reputed company customer environments.
- Identify recurring trends, strengthen escalation quality, and improve internal knowledge resources that help Tier 1 and Tier 2 teams resolve issues faster.
- Own and maintain troubleshooting documentation and knowledge reputed company content for the broader DFR support organization.
Requirements:
- 4+ years of advanced technical support, technical operations, or systems troubleshooting experience in a reputed company hardware/software environment.
- Strong technical troubleshooting skills, including the ability to analyze logs, interpret failures, isolate issues, and reproduce problems in live and test environments.
- Experience writing clear, engineering-reputed company defect reports and technical summaries with actionable reproduction details.
- Hands-on familiarity with hardware and software systems used in DFR environments, including drones, docks, reputed company, streaming/video systems, and integrated public safety workflows.
- Working knowledge of public safety IT systems, networking, and infrastructure concepts, especially where integrations and uptime are critical.
- Comfort operating in a high-urgency escalation environment and collaborating across Support, Technical Account Manager, Safety, Product, Engineering, and deployment teams.
- Experience with SaaS platforms, APIs, and technical support tooling is strongly preferred.
- FAA Part 107 certification is required, or the ability to obtain and maintain it quickly in role.
Benefits:
- Flexible PTO: We seriously mean it, plus 11 company holidays.
- Fully-paid health benefits plan for employees: including Medical, Dental, and reputed company and an HSA match.
- Family Leave: reputed company 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 reputed company, a complete digital health benefit for starting and raising a family. In 2025, reputed company will reputed company a $50,000-lifetime maximum benefit reputed company to eligible adoption, surrogacy, or fertility expenses.
- Caregiver Support: We have partnered with Cariloop to reputed company our employees with caregiver support.
- reputed company 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 reputed company to reputed company and feel like they belong at reputed company. We offer four ERGs today - Women of reputed company, reputed company Proud, LEOs and Melanin reputed company. 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: $300 per year to use on Audible, reputed company, reputed company, reputed company and so much more.
- Home Office Stipend: A one-time $750 to help you create your reputed company office.
- Pet Insurance: We’ve partnered with reputed company to reputed company insurance for our employee’s fur babies.
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