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Salary: USD 55,000 - 65,000 / annual
Flock Safety is seeking a Techline Operator to provide real-time technical support and quality assurance for field service operations. In this role, you will deliver chat-based troubleshooting support to field technicians and third-party contractors, helping them resolve hardware, camera, network connectivity, and application issues on-site without delaying installations.
Key responsibilities include:
- Deliver real-time, asynchronous and synchronous chat-based technical troubleshooting support for live hardware, camera, network, and application issues
- Audit and review newly generated work orders for accuracy, completeness, and adherence to 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 with operations and field teams to clarify work order requirements and resolve technical escalations
This is not an entry-level role—you will independently investigate complex technical issues and manage quality standards. It is not a phone-based call center position; support is delivered primarily through chat channels and operational tools. You will support field technicians remotely rather than traveling to physical sites.
Flock Safety supports over 1 million criminal investigations annually and has helped locate more than 10,000 missing people. The company has 1,700 employees and over $1B in funding.
Requirements:
- Strong computer literacy and demonstrated technical troubleshooting capability with 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
