Technical Support Engineer

FloQast•Los Angeles, CA

11d•Hybrid

About The Position

This role involves owning customer support cases, applying prioritization, and delivering solutions through email and screen sharing. Responsibilities include troubleshooting errors, performing backend configurations, handling L1-L3 support cases, developing expertise in specific product areas, utilizing internal tools for data management, and leveraging technical tools for deep-dive troubleshooting. The role also requires contributing to knowledge base articles, participating in daily standups, monitoring internal communications, and engaging in cross-functional meetings to provide feedback on product development. Special projects and initiatives may also be assigned.

Requirements

2+ years of experience in Technical Support, IT, or a related technical field.
High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
Proven ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

Nice To Haves

Experience working in a B2B SaaS environment, particularly in fintech or enterprise software.
Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
Familiarity with basic database querying (SQL), API troubleshooting, or data integration concepts.
Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
Familiarity with session replay or log analysis tools for debugging customer issues.
Multi-language support experience (e.g., bilingual English-German)

Responsibilities

Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)
Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.
Perform backend configuration work, including data transformations/uploads and migrations, to maintain functionality and meet customer requirements.
Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s).
Develop expertise in assigned SME areas, progressively deepening knowledge in specialized product features.
Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
Leverage technical tools like session replay, log analysis, and developer tools to perform deep-dive troubleshooting.
Contribute to Knowledge Base articles in association with Product and Education teams, ensuring documentation remains current and valuable for both customers and AI enablement.
Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.
Monitor and contribute to internal Slack discussions, assisting cross-functional peers with complex cases and sharing insights from assigned SME area(s).
Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews, roadmap direction, and defect prioritization.
Lead or contribute to special projects and initiatives as assigned, leveraging expertise and creative problem-solving skills to help the department and company achieve their goals.