Associate Customer Support Engineer

Flashpoint

8d•CA$78,600 - CA$82,000•Remote

About The Position

Flashpoint is looking for an Associate Customer Support Engineer to join their Customer Support team, remote in Canada. This role involves providing prompt, efficient technical assistance to customers, troubleshooting and resolving issues end-to-end, building deep product expertise on a SaaS platform, documenting customer interactions, and partnering with Engineering or Product teams to escalate and resolve complex technical issues. The ideal candidate will have familiarity with cybersecurity, threat intelligence, or related risk domains.

Requirements

Experience supporting enterprise customers in a technical customer support or specialist role
Comfort troubleshooting technical and data-related issues, not just following a script
Experience with standard desktop applications, SAML, APIs, and SaaS products
An understanding of cybersecurity concepts

Nice To Haves

Familiarity with cybersecurity, threat intelligence, or related risk domains like physical security, fraud, or brand protection

Responsibilities

Provide prompt, efficient technical assistance to customers through a ticketing system, web meetings, or phone
Own and monitor support queues to maintain balanced workloads and hit turnaround standards without sacrificing quality
Troubleshoot and resolve customer issues end to end, from first response through resolution
Build deep product expertise on a SaaS platform and stay current on new features and releases
Document customer interactions, including troubleshooting steps and resolutions, in a ticketing system
Spot trends in customer requests and turn them into knowledge base articles or documentation
Partner with Engineering or Product teams to escalate and resolve complex technical issues