Senior Customer Support Engineer
About The Position
Flashpoint is seeking an experienced Senior Customer Support Engineer to join their Application Support team in the United States. This role is for individuals who enjoy solving complex technical issues, exploring APIs and AI tooling, and collaborating within a global team. The successful candidate will be responsible for getting customers back on track when issues arise with Flashpoint's solutions, which are used to protect people, places, and assets. This is not a script-based support role, as the product evolves rapidly with weekly releases and emerging technologies often preceding documentation.
Requirements
- 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
Nice To Haves
- 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 an 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
- Experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protection
Responsibilities
- 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
Benefits
- Bonus
- Gym reimbursements
- Expensed lunches
- Cultural initiatives
- Inclusive employee events
- Learning and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
