Senior Customer Support Engineer

Flashpoint Venture Capital

Senior Customer Support Engineer resolving complex technical issues for Flashpoint's security solutions. Work involves customer case ownership, troubleshooting, and product expertise within a remote team.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $85,000 - $99,400 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Take ownership of customer cases through our ticketing system, web meetings, and phone.
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

What you’ll need

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.

Benefits

Comp & perks

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, with ample opportunities to connect with coworkers.
Perks. Health and wellness perks like gym reimbursements, expensed lunches, and inclusive employee events.
Career Growth. Frequent, two-way feedback, regular performance reviews, learning and development opportunities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingData AnalysisIntegration Issues ResolutionDefect ReplicationRoot Cause Analysis

Soft Skills

Client-Facing CommunicationKnowledge SharingCuriosityCollaboration