Support Engineer

Flex

4d • $105,000 - $125,000 • Remote

About The Position

Flex is hiring a Support Engineer to help scale its support function. The role sits on a small, growing Support Engineering team embedded within Engineering and combines merchant and customer support with technical problem-solving. The Support Engineer will handle support issues while building internal tooling, automating workflows, and partnering with Engineering to ship fixes and improve systems. The position is suited to someone who enjoys solving problems, works well amid ambiguity, and wants to build foundational support infrastructure at an early-stage startup.

Requirements

• Foundational understanding of APIs, JSON, Postman, and Retool.
• Strong written communication skills and a customer-first mindset.
• Curiosity, resourcefulness, and comfort learning technical tools on the fly.
• Initiative and ability to thrive in a fast-paced, scrappy environment.
• Willingness to take on varied responsibilities and build something from scratch.

Responsibilities

• Triage and respond to daily merchant and customer tickets via Slack and Pylon.
• Meet SLA targets and maintain a high bar for customer satisfaction.
• Provide clear, thoughtful, and technically sound responses in internal and external communications.
• Work with Engineering, Product, and Operations to unblock support issues and escalate bugs or system issues.
• Contribute to internal tooling using Retool, Metabase, and SQL to automate workflows and reduce support friction.
• Collaborate on projects that help the Support team scale efficiently, such as bulk editing workflows, data validation tools, and process documentation.
• Ensure the broader internal team has the tools and visibility needed to deliver a great customer experience.
• Partner with Engineering to test new product functionality, edge cases, and backend fixes before rollout.
• Build and maintain internal documentation for support workflows, product edge cases, and tooling tips.
• Help define and improve ticket tagging, categorization, and data structure to support better reporting and insights.

Benefits

• Equity compensation with competitive salary.
• Medical, dental, and vision plans.
• Unlimited PTO and sick days.
• Paid parental leave.
• Flexible, remote-first team with quarterly in-person meetups.
• Opportunity to work directly with founders and leadership on high-impact initiatives.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed