[Hiring] Senior Customer Support Engineer @Flashpoint

Role Description

Are you an experienced Customer Support Engineer who loves taking a tough problem, digging in, and figuring it out yourself? Flashpoint is looking for a Senior Customer Support Engineer to join our Application Support team in the United States. If you enjoy untangling complex technical issues, exploring APIs and new AI tooling, and being part of a collaborative, globally distributed team, we have a role for you. Our customers use our solutions to protect their people, places, and assets, and when something isn't working, you're the person who gets them back on track. This isn't a read-from-the-script support role. Our product moves fast, new releases ship weekly, and emerging tech shows up before the documentation does.

We have a role for you if, you:

• Owned complex technical cases end to end, replicating issues, tracing root causes, and independently finding solutions.
• Read API documentation cold and use it to diagnose a customer's integration issue, whether with Postman, curl, or the browser dev tools.
• Confidently navigate unfamiliar technology, like LLM-powered features or an MCP server, and figured out how it works through hands-on experimentation.
• Distill complex customer feedback into clear, actionable defect reports that engineering could prioritize immediately.
• Turn recurring customer questions into knowledge base articles that reduced future ticket volume.
• Support enterprise SaaS customers and know how to communicate clearly with both business users and technical teams.
• Have experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protection.

What you will get to do on our team:

• Take ownership of customer cases through our ticketing system, web meetings, and phone, working each one until you understand it.
• Troubleshoot and resolve complex product, data, and integration issues, including APIs, SAML/SSO, and AI-powered features.
• Replicate reported defects, isolate root causes, and hand engineering actionable reports when escalation is needed.
• Become a product expert as Flashpoint ships new capabilities, staying ahead of enhancements, new features, and emerging tooling.
• Share knowledge as trends appear in customer requests, creating articles for the Flashpoint Help Center.
• Monitor work queues to maintain balanced workloads and hit turnaround standards ensuring quality.
• Partner with Customer Success Managers to help customers focus on the threats that matter and make smarter security decisions.

What you will achieve:

• Within 30 days: You will have learned Flashpoint's vision, mission, strategy, and culture, and met key stakeholders across the organization. You will have completed training on our product offerings and how we support our customers. You will have shadowed live cases and started building your troubleshooting playbook.
• Within 60 days: You will have completed training across all products and services and started working incoming requests independently. You will have resolved your first complex cases end to end, including issues involving APIs and integrations.
• By 90 days: You will be independently troubleshooting, replicating, and resolving functionality issues, escalating only with a full diagnostic picture in hand. You will be handling customer-reported defects and coordinating internally on integrations and advanced features. You will have contributed articles to our knowledge base and know exactly which resources to pull when something new breaks.

Qualifications

• A track record of solving technical problems.
• Hands-on experience supporting enterprise customers on complex technical and data-related issues in a SaaS environment.
• Working knowledge of APIs, SAML, and standard SaaS troubleshooting.
• Curiosity about AI and emerging technologies, with comfort learning tools that don't have documentation yet.
• Excellent client-facing written and verbal communication skills.
• An understanding of cybersecurity.

Benefits

• Diversity: Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity.
• Culture and Belonging: Opportunities to connect with coworkers through various communication channels and company-funded virtual events.
• Perks: Health and wellness perks like gym reimbursements, expensed lunches, and inclusive employee events.
• Career Growth: Regular one-on-ones with your manager, performance reviews, and learning and development opportunities.

Base Pay Range

$85,000/yr. – $99,400/yr. plus bonus