Tier 2 Support Specialist

Job Summary

Supporting Drone as First Responder operations, the full-time Tier 2 Support Specialist will manage a high volume of customer support cases, troubleshoot hardware and software issues, and ensure timely resolution while working remotely.

Key responsibilities

• Own day-to-day Tier 2 support cases for active DFR customers across various communication channels
• Troubleshoot DFR issues related to drones, docks, and firmware, following established workflows
• Assist with deployment and installation-related inquiries while coordinating with internal teams

Required qualifications

• 3+ years of experience in support, help desk, or drone operations in a hardware and software environment
• Hands-on familiarity with systems used in DFR environments, including drones and related support tooling
• Working knowledge of networking and infrastructure fundamentals relevant to deployment support
• Experience managing escalations and collaborating across multiple teams
• Familiarity with public safety technology environments and FAA Part 107 requirements is preferred