Associate Customer Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver timely technical support via ticketing systems, online meetings, or phone calls.

• Manage and oversee support queues to ensure balanced workloads and adherence to turnaround expectations.

• Diagnose and address customer issues from start to finish.

• Cultivate product knowledge on Flashpoint Ignite and remain updated with its features and releases.

• Record customer interactions, troubleshooting processes, and solutions.

• Recognize patterns in customer inquiries and develop knowledge base articles or documentation.

• Collaborate with Engineering and Product teams to escalate and resolve intricate technical challenges.

• Become the primary expert on Flashpoint’s Ignite threat intelligence platform.

• Enhance troubleshooting skills in APIs, SAML, and data complications.

• Acquire insights into how enterprise security teams utilize cyber threat intelligence, vulnerability, fraud, and brand protection data.

• Create content for the Help Center.

• Coordinate on integrations and advanced functionalities.

• Independently troubleshoot, replicate, and resolve frequent issues.

• Manage defects reported by customers.

• Contribute to the knowledge base.

⛳️ Requirements

• Proven experience in a technical customer support or specialist role assisting enterprise clients.

• Ability to independently troubleshoot technical and data-related challenges.

• Familiarity with standard desktop applications, SAML, APIs, and SaaS offerings.

• Understanding of cybersecurity principles.

• Experience in customer-facing support roles through tickets, live chat, phone, or online meetings.

• Legal authorization to work in Canada.

• Capability to satisfy potential Canadian citizenship requirements for specific responsibilities.

🏝️ Benefits

• Target bonus.

• Company-sponsored virtual events, such as book clubs, happy hours, committees, DIBE discussion groups, Donut mixers, and local team member gatherings.

• Gym reimbursement.

• Paid lunches.

• Cultural initiatives and inclusive employee activities.

• Regular one-on-one meetings with managers.

• Performance evaluations.

• Opportunities for learning and development.

• Established career paths.

• Chances for specialization, mentorship, and career advancement.