FloQast - Technical Support Engineer
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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. • 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. • Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline. • Multi-language support experience (e.g., bilingual English-German or bilingual English-French)
Responsibilities
• Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share) • Break/Fix: Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions. • Technical Task: 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.
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