Note: The job is a remote job and is open to candidates in USA. Flashpoint is the pioneering leader in threat data and intelligence. They are seeking a Senior Customer Support Engineer to join their Application Support team to troubleshoot complex technical issues, support enterprise customers, and create knowledge base articles to improve service efficiency.
Responsibilities
- Take ownership of customer cases through our ticketing system, web meetings, and phone, working each one until you understand it
- 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
Skills
- 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
- Owned complex technical cases end to end, replicating issues, tracing root causes, and independently finding solutions
- Read API documentation cold and use it to diagnose a customer's integration issue, whether with Postman, curl, or the browser dev tools
- 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 volume
- 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
Benefits
- Bonus
- Diversity. Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity.
- You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more.
- Gym reimbursements
- Expensed lunches
- Cool cultural initiatives and inclusive employee events
- Regular one-on-ones with your manager
- A regular schedule of performance reviews
- Learning and development opportunities
- 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
Company Overview