Flare

Support Specialist – Level 2

Flare

full-time

Posted on:

Location Type: Remote

Location: Canada

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Tech Stack

Cyber Security

About the role

  • Own and resolve escalated customer issues that require advanced investigation and technical expertise.
  • Perform deep-dive troubleshooting to identify root causes and prevent recurrence of known issues.
  • Communicate clearly and proactively with customers throughout the lifecycle of complex cases.
  • Reproduce issues and validate bugs before escalating to Engineering, ensuring high-quality handoffs.
  • Analyze support trends and own Zendesk Explore to identify opportunities for process improvements and self-service enablement.
  • Contribute to continuous improvement initiatives across Support, Product, and Customer Experience.
  • Collaborate closely with Product and Engineering teams to advocate for customer needs and improvements.
  • Provide customers with clear explanations, timelines, and workarounds to maintain trust during investigations.
  • Create and maintain support documentation, internal playbooks, and known-issue references.
  • Support the onboarding, training, and ongoing enablement of Level 1 Support Specialists.

Requirements

  • 5+ years of experience in SaaS customer support, cybersecurity, or technical customer-facing roles
  • Experience using Zendesk, Slack, Google and using AI in practical support automation
  • Strong understanding of cybersecurity fundamentals and SaaS platforms
  • Demonstrated ability to manage complex customer issues with professionalism and empathy
  • Experience troubleshooting technical systems, analyzing data or logs, and validating product behavior
  • Comfort working with technical concepts such as APIs, integrations, or platform configurations
  • Strong written documentation skills and attention to detail
  • Ability to explain technical concepts to both technical and non-technical audiences
  • A collaborative mindset and passion for helping others succeed
  • French fluency, written and verbal (preferred)
Benefits
  • Competitive salary
  • Bonus structure
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun company events; “Flamping”, curling, rock climbing and many others
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcybersecurity fundamentalsSaaS platformsdata analysisAPIintegrationsplatform configurationssupport automationtechnical documentationbug validation
Soft Skills
professionalismempathyattention to detailcollaborationcommunicationcustomer advocacyproblem-solvingprocess improvementtrainingonboarding