Senior Customer Support Engineer

About the role

Flashpoint is seeking a Senior Customer Support Engineer to join our Application Support team in the United States. This role involves taking ownership of customer cases, troubleshooting and resolving complex product, data, and integration issues, and sharing knowledge with the team.

Responsibilities

• 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

Requirements

• You own complex technical cases end to end, replicating issues, tracing root causes, and independently finding solutions
• 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 volumes
• Support enterprise SaaS customers and know how to communicate clearly with both business users and technical teams
• Have experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protection

Qualifications

• 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

Skills

• Experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protection

Benefits

• Diversity. Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity.
• Culture and Belonging. Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become.
• Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment. That’s why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events.
• Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.

Pay

Base Pay Range: $85,000/yr. – $99,400/yr. plus bonus

Schedule

Full-time