What are the responsibilities and job description for the Technical Support Specialist position at BRINC Drones?
About BRINC
At BRINC, we are redefining public safety with an innovative ecosystem of life-saving tools. Our journey started with the development of drones and ruggedized throw phones, designed to access unsafe areas and establish communication to de-escalate situations. Today, we've expanded into creating and deploying 911 response networks, where drones are dispatched to 911 calls to provide real-time visual data, enhancing safety and enabling de-escalation-focused responses. Our cutting-edge solutions are utilized by over 600 public safety agencies across America and the company has raised over $150M from investors, including Index Ventures, Motorola Solutions, Sam Altman, Dylan Field, Mike Volpe, Alexandr Wang and more. At BRINC, we are committed to recruiting the world's best talent to join us in our mission to support first responders in saving lives.
About This Role
We’re seeking a highly technical, proactive Technical Support Specialist to serve as the primary technical liaison for public safety customers operating 24/7/365. You will specialize in diagnostics and resolution of embedded systems and software issues involving BRINC UAS hardware and proprietary LiveOps software. Responsibilities span both customer-facing and internal support, including after-hours monitoring and escalation. PLEASE NOTE: This role is in our Seattle, WA office and requires the willingness to work a hybrid schedule of at least three days per week in the office without relocation assistance.
Key Responsibilities
BRINC is proud to be an equal opportunity employer that is resolute in cultivating an environment that promotes safety, diversity, inclusion and equity. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering every employee so they can do their best work. If you have a disability or special need, please let our recruiting team know - we strive to provide appropriate accommodation and assistance.
Benefits and perks listed below may vary based on the nature of your employment with BRINC and/or the country within which you work
At BRINC, we are redefining public safety with an innovative ecosystem of life-saving tools. Our journey started with the development of drones and ruggedized throw phones, designed to access unsafe areas and establish communication to de-escalate situations. Today, we've expanded into creating and deploying 911 response networks, where drones are dispatched to 911 calls to provide real-time visual data, enhancing safety and enabling de-escalation-focused responses. Our cutting-edge solutions are utilized by over 600 public safety agencies across America and the company has raised over $150M from investors, including Index Ventures, Motorola Solutions, Sam Altman, Dylan Field, Mike Volpe, Alexandr Wang and more. At BRINC, we are committed to recruiting the world's best talent to join us in our mission to support first responders in saving lives.
About This Role
We’re seeking a highly technical, proactive Technical Support Specialist to serve as the primary technical liaison for public safety customers operating 24/7/365. You will specialize in diagnostics and resolution of embedded systems and software issues involving BRINC UAS hardware and proprietary LiveOps software. Responsibilities span both customer-facing and internal support, including after-hours monitoring and escalation. PLEASE NOTE: This role is in our Seattle, WA office and requires the willingness to work a hybrid schedule of at least three days per week in the office without relocation assistance.
Key Responsibilities
- Provide expert-level troubleshooting of drone systems in support of active customers.
- Diagnose and resolve technical issues across software, firmware, and hardware.
- Act as the primary point of contact for public safety customers, providing responsive support around the clock.
- Collaborate closely with engineering, manufacturing, and QC teams to drive issue resolution and product improvements.
- Maintain after-hours support rotation (“cadre of technical support”) to ensure continuous service.
- Travel up to 25% to customer sites, field operations, or conferences.
- Document issues, create knowledge base articles, and contribute to training materials.
- Associate’s degree in Engineering or Bachelor of Science degree in a relevant area of study.
- Proven experience troubleshooting complex technical systems across hardware, firmware, and software.
- Working knowledge of Linux environments, command-line tools, and basic networking for diagnostics.
- Strong understanding of embedded systems, robotics, or electro-mechanical devices - experience with drones/UAS a plus.
- Ability to remain calm and decisive while supporting public safety customers in mission-critical situations.
- Excellent written and verbal communication skills for engaging both technical teams and non-technical stakeholders.
- Willingness to participate in rotating after-hours/on-call support schedules (nights, weekends, holidays).
- Flexibility to travel up to 25% for customer engagements, field support, or events.
- Bachelor’s degree in Computer Science, Electrical Engineering, or closed related engineering discipline.
- Hands-on experience supporting UAVs, robotics platforms, or other safety-critical hardware in operational environments.
- Proficiency with Linux system administration, scripting, and troubleshooting in CLI environments.
- Familiarity with CAD (Computer-aided Dispatch) tools, real-time video/telemetry systems, and operations center software.
- Prior experience working directly with public safety agencies, first responders, or government entities.
- Track record of contributing to technical documentation, training content, or customer-facing knowledge bases.
- Local to the Seattle area and able to work a hybrid schedule of three days per week in the office
- Try the hard stuff
- Be innovative - Invent the future
- Move fast
- Listen to end-users
- Strive for excellence
- Don’t build a dystopia
- Be frugal
- Save lives through technology
BRINC is proud to be an equal opportunity employer that is resolute in cultivating an environment that promotes safety, diversity, inclusion and equity. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering every employee so they can do their best work. If you have a disability or special need, please let our recruiting team know - we strive to provide appropriate accommodation and assistance.
Benefits and perks listed below may vary based on the nature of your employment with BRINC and/or the country within which you work
- Comprehensive medical, dental and vision plans for our employees and their families
- 401K plan
- Maternity and paternity leave
- Flexible Time Off (Exempt) / Paid time off (Non-Exempt)
- Flexible work environment
- Orca pass (for those in Puget Sound)
- Free parking (Seattle office)
- Free snacks, drinks and espresso (Seattle office)