Why This Job is Featured on The SaaS Jobs
This Techline Operator role stands out in the SaaS ecosystem because it sits at the intersection of software support and real world deployment. Flock Safety operates a platform that combines cloud software with on site hardware, which creates operational complexity that pure software companies do not face. Supporting technicians through chat based workflows and validating work orders reflects how modern SaaS businesses standardise service delivery at scale.
For a SaaS career path, the role offers durable exposure to the operational layer that keeps subscription products reliable after the sale. Experience troubleshooting across multiple case types, coordinating in internal channels, and maintaining accuracy in site plans maps well to common SaaS disciplines like support operations, service delivery, and enablement. The emphasis on process knowledge such as regional 811 workflows also builds a habit of navigating compliance adjacent constraints, a frequent theme in infrastructure, security, and public sector oriented SaaS.
This position is best suited to professionals who prefer structured, queue based problem solving and clear written communication over synchronous phone heavy support. It fits someone who enjoys becoming a subject matter expert, working across tools, and improving consistency through careful quality checks, especially in a remote environment where documentation and responsiveness carry extra weight.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Who is Flock?
Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.
We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.
With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.
Our Field Operations team is hiring a Techline Operator to support technicians in the field through primarily chat-based communication. This remote role plays a critical part in creating a frictionless experience between field technicians and Flock Safety by providing real-time support, troubleshooting, and guidance.
This role will also take deep dives into quality checking the accuracy of newly generated work orders and ongoing site plans while ensuring each site is held to all latest field standards.
How you'll make an impact:
Provide regional live technical support to Flock Field Technicians and third-party vendor contractors across multiple case types
Conduct in-depth investigations to diagnose and resolve complex technical issues
Gain expertise in the 811 process, including regional portal sign-up and submission, with the ability to support additional regions as needed
Foster cross-team communication, ensuring timely and effective responses in internal chat channels
Monitor and track daily work and project progress; proactively identify discrepancies and partner with your Supervisor to resolve issues
Develop deep working knowledge of Techline support operations and best practices
Become a subject-matter expert in Field Service processes, procedures, and Flock products to ensure 100% accuracy in work order preparation
We're looking for people who:
Familiarity with field service delivery and operations
High proficiency with web-based software applications and strong overall computer literacy
Excellent written and verbal communication skills
Highly organized with the ability to manage competing priorities effectively
Strong attention to detail paired with a strong sense of urgency
Ability to multitask in a fast-paced, queue-based environment while supporting special regional needs or projects
Cross-functional skill set with the ability to navigate multiple platforms and programs simultaneously
Experience with CCTV systems, optics, or related technologies is a plus
Experience with Google Workspace and Mac products is a plus
Ability to work a standard daily shift aligned with your region and/or time zone
Availability to work weekends as needed
Positive, professional demeanor with a collaborative mindset
Willingness to step outside your comfort zone and adapt quickly as situations and priorities change
Feeling uneasy that you haven’t ticked every box? That’s okay, we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.
Salary & Equity
In this role, you’ll receive a starting salary between $46,000 and $56,000, plus overtime, 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.
Location
We’re building the impossible, together. To drive innovation through in-person collaboration, we’re prioritizing candidates in our key hubs: Atlanta, Austin, Boston, Chicago, Denver, Los Angeles, New York City, and San Francisco. While we value the energy of our hub communities, we embrace remote work and welcome applications from exceptional talent across the United States.
The Perks
🌴Flexible PTO: We offer non-accrual PTO, 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. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
💖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 four ERGs today - Women of Flock, Flock Proud, LEOs 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: $300 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.
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 recruiting@flocksafety.com. 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.
Flock Safety is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock Safety will come from an email address ending in @flocksafety.com. We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock Safety role, please report it to recruiting@flocksafety.com
