Floorzap is an innovative new software that is revolutionizing the flooring and remodeling industries. Our founders are experts with a long history in the flooring and software engineering fields.
We are an innovative SaaS company with a product focused on the remodeling business. We are a service to help service businesses. We provide comprehensive solutions to the industry.
Job Summary
The Technical Support Engineer takes escalated issues from the Support Technician and drives them to a reproduced, dev-ready conclusion — finding the root cause, reproducing bugs in a test site, and triaging what gets routed to Engineering.
Responsibilities
Primary responsibilities include but are not limited to the following:
- Triage escalated bugs and feature requests, and route them to Engineering.
- Investigate the root cause of issues using the database, logs, Sentry, and AI tooling.
- Configure & reproduce confirmed bugs in a clean test site.
- Document escalations to the Development Write-Up Standard.
- Help customers resolve data and configuration issues.
- Partner with Engineering and Product, and support the team in Slack.
- Help improve support workflows, tooling, and standards.
Qualifications
- Strong technical aptitude and curiosity for how software works.
- Comfortable working with data, logs, and error messages; basic SQL or able to learn it quickly.
- Methodical, persistent problem-solving.
- Sound technical judgment and the ability to prioritize.
- Use of AI tooling effectively without over-relying on it.
- Clear written communication; documents defects so anyone can reproduce them.
- Collaboration well across Support, Engineering, and Product.
Nice to Have
- QuickBooks Online (QBO) knowledge
- Intercom experience
- Flooring industry experience
Success Metrics
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