What You'll Do
Act as the primary technical contact for agency personnel, including administrators, analysts, and training leads, ensuring they can effectively use the platform from day one. You'll troubleshoot and resolve technical issues, escalating when necessary, and ensure rapid resolution to maintain operational continuity.
Lead onboarding sessions and recurring training—both remotely and in person—customized for roles such as patrol officers and analysts. Develop and manage 'Train the Trainer' initiatives to build self-sufficiency within customer agencies. Keep users informed about product updates and new features to increase engagement and platform utilization.
Support Customer Success Managers with deep product knowledge and technical insights. Participate in customer escalations and technical discussions, bringing clarity and solutions. Work closely with Product, Engineering, and Support teams to relay user feedback, identify product improvements, and assist in testing new functionality with key partners.
Maintain accurate training materials and internal knowledge resources. Champion the end-user experience across departments, ensuring workflows meet real-world needs.
Requirements
- Must be able to obtain and maintain CJIS certification
- Must comply with FBI CJIS Security Policy, including passing a fingerprint-based background check
- Must reside in the MST or PST timezone
- Willingness and ability to travel up to 70–80% of the time
Preferred Qualifications
- Familiarity with FAA Part 107 drone regulations and operations
- Experience supporting large IT systems in government or public safety environments
Benefits
- Generous flexible PTO and 11 paid company holidays
- Full health coverage including Medical, Dental, Vision, and HSA matching
- 12 weeks of fully paid parental leave for all employees
- Additional 6–8 weeks of paid leave for birthing parents
- $50,000 lifetime benefit for fertility, adoption, or surrogacy via Maven
- Spring Health access for therapy, coaching, and mental wellness tools
- Cariloop caregiver support services
- One-on-one tax advisory sessions through Carta
- Employee Resource Groups: Women of Flock, Flock Proud, LEOs, and Melanin Motion
- $150 monthly stipend for remote work expenses
- $300 annual productivity stipend for learning or wellness platforms
- One-time $750 home office setup allowance
