Associate Customer Support Engineer
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.
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
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
Benefits
- Gym reimbursements
- Expensed lunches
- Cool cultural initiatives
- Inclusive employee events