Customer Support Lead Engineer

BizFlow • Falls Church, VA

2d • Onsite

About The Position

Customer Support Lead Engineer Location: Falls Church, VA (must be on-site in office, with partial telework flexibility) Full-Time | Permanent Are you a fast learner who thrives in a collaborative environment and loves helping others with technology? BizFlow is seeking a proactive and customer ‑ centric Customer Support Lead to lead a small, focused support team that coordinates closely with our R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step. This role is ideal for a player–coach who handles escalated issues, develops support processes, and thrives on collaboration, problem ‑ solving, and strengthening customer relationships. If this resonates with you, we’d love for you to apply! What You’ll Do: Lead the Customer Support (CS) team (2 to 3 people): run stand ‑ ups, conduct ticket reviews, and lead hands-on ticket work with various internal teams to achieve resolution. Own ticket lifecycle (intake → triage → resolution → closure), meeting or exceeding SLAs and customer satisfaction targets. Troubleshoot and provide technical guidance on complex CS tickets, ensuring follow-through to resolution while you continue deepening your expertise with our platform Collaborate cross ‑ functionally with: R&D Product on defect reproduction, prioritization, and release notes. Solutions on environment nuances, configurations, and customer ‑ specific workflows. Professional Services on complex deployments, upgrades, and change management. Serve as customer communications lead, crafting polished status updates, incident reports, and executive briefings that translate technical details into clear business language. Champion low ‑ code/no ‑ code support, using BizFlow M to streamline support workflows (automations, routing, templates) and reduce time ‑ to ‑ resolution. Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases. Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact. Drive continuous improvement: post ‑ incident reviews, root ‑ cause analysis, and process updates across tools and workflows. Why join us: You'll be part of a mission-driven team where your growth is supported, your ideas are welcome, and your work makes a direct impact. Whether you're configuring apps, supporting users, or automating workflows with no-code tools, you'll be learning and contributing every day. BizFlow is a dynamic leader in digital transformation, empowering organizations through innovative low-code/no-code solutions that streamline operations, accelerate efficiency, and drive real business results. With over two decades of success, BizFlow has earned a reputation for delivering intelligent process automation, workflow optimization, and enterprise solutions to both government and commercial clients. At BizFlow, we're more than a technology company—we’re a team of passionate problem-solvers, creative thinkers, and collaboration champions. Our flagship platform, BizFlow M , helps customers build, enhance, and automate business processes with ease—no heavy coding required. Whether it's simplifying procurement, optimizing HR workflows, or transforming customer service, BizFlow delivers results with speed and precision. We’re proud of our inclusive, supportive, and innovative culture —one where every team member is empowered to share ideas, grow their skills, and make a meaningful impact. From day one, you’ll be welcomed into a collaborative environment that values curiosity, continuous learning, and a strong sense of purpose. If you’re looking for a place where your voice is heard, your work is valued, and your growth is a priority, BizFlow is the place for you . Join us and help shape the future of digital transformation—one process at a time. BizFlow is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

Requirements

• Education: Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.
• 4+ years in customer support, technical support, or client enablement for enterprise software.
• Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences.
• Experience with modern ticketing systems (e.g., Zendesk).
• Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting.
• Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues.
• Strong troubleshooting, analytical, and diagnostic skills to investigate, analyze, and resolve technical issues efficiently.
• Demonstrated ability to communicate technical concepts to non-technical users in both written and verbal forms.
• Proven ability to work independently and collaboratively in agile or cross-functional teams.
• Excellent customer relationship-building abilities.
• Quick learning ability—you’re comfortable picking up new tools, workflows, and platforms.
• A team-oriented mindset, you work well with others, communicate clearly, and contribute positively.
• A service-first attitude—you thrive in customer-facing situations and enjoy helping people solve technical challenges.
• Authorization to work in the U.S.
• Ability to obtain and maintain a U.S. government Public Trust clearance.

Nice To Haves

• Experience supporting low ‑ code platforms and process/workflow automation in enterprise environments.
• Proficiency using ZenDesk to manage CS tickets and run reports.
• Familiarity with secure configuration, vulnerability remediation, and compliance best practices in federal contexts.
• Skill building clear runbooks and customer ‑ facing release/incident communications.

Responsibilities

• Lead the Customer Support (CS) team (2 to 3 people): run stand ‑ ups, conduct ticket reviews, and lead hands-on ticket work with various internal teams to achieve resolution.
• Own ticket lifecycle (intake → triage → resolution → closure), meeting or exceeding SLAs and customer satisfaction targets.
• Troubleshoot and provide technical guidance on complex CS tickets, ensuring follow-through to resolution while you continue deepening your expertise with our platform
• Collaborate cross ‑ functionally with: R&D Product on defect reproduction, prioritization, and release notes. Solutions on environment nuances, configurations, and customer ‑ specific workflows. Professional Services on complex deployments, upgrades, and change management.
• Serve as customer communications lead, crafting polished status updates, incident reports, and executive briefings that translate technical details into clear business language.
• Champion low ‑ code/no ‑ code support, using BizFlow M to streamline support workflows (automations, routing, templates) and reduce time ‑ to ‑ resolution.
• Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases.
• Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact.
• Drive continuous improvement: post ‑ incident reviews, root ‑ cause analysis, and process updates across tools and workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees