Senior Customer Support Engineer

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

📋 Description

• Assume responsibility for customer cases via our ticketing system, web meetings, and phone communications.

• Diagnose and resolve intricate product, data, and integration challenges, including APIs, SAML/SSO, and AI-driven features.

• Duplicate reported issues, determine root causes, and provide engineering with actionable reports for escalation when necessary.

• Become an expert on the product as Flashpoint releases new capabilities, staying informed about enhancements, new features, and emerging tools.

• Share insights as trends emerge in customer inquiries, creating articles for the Flashpoint Help Center.

• Oversee work queues to ensure balanced workloads and meet turnaround standards while maintaining quality.

• Collaborate with Customer Success Managers to assist customers in prioritizing significant threats and making informed security decisions.

⛳️ Requirements

• Proven history of resolving technical issues.

• Direct experience in supporting enterprise customers with complex technical and data-related challenges in a SaaS environment.

• Familiarity with APIs, SAML, and standard SaaS troubleshooting practices.

• A keen interest in AI and emerging technologies, with a willingness to learn tools that may lack documentation.

• Exceptional written and verbal communication skills for client interaction.

• A solid understanding of cybersecurity concepts.

🏝️ Benefits

• Diversity. Flashpoint is dedicated to fostering, cultivating, and maintaining a culture of diversity, inclusion, belonging, and equity.

• Culture and Belonging. Our company’s culture is not something you simply join; it’s something you build and shape, offering numerous opportunities to connect with colleagues.

• Perks. Health and wellness benefits such as gym reimbursements, covered lunches, and inclusive employee events.

• Career Growth. Regular, two-way feedback, consistent performance reviews, and opportunities for learning and development.