Technical Support Engineer - Contractor

Technical Support Engineer - Contractor

At Flatfile, we're creating beautiful, human-centric experiences to remove the barriers between people and data. We're automating every repetitive and painstaking process involved in teaching machines what data is and where it should go.

Flatfile's support team is the engine for the Customers for Life (C4L) organization, where we set the standard for customer support.

This isn't your typical support role; you'll take in inquiries ranging from sales questions to product best practices. As the JavaScript expert on our customer-facing team, you’ll be the go-to for complex problems with customer code. You will use internal and external resources to come up with creative solutions for current and future customers, all the while maintaining exceptional customer satisfaction. Working together with our Engineering and Customer Success teams is necessary, and you will be asked to collaborate daily.

You will report to: VP of Customer Success

What you'll do

• Respond to customers' inbound requests through chat, email, and Slack (we use Front to bring everything together)
• Troubleshoot and resolve complex technical issues related to Flatfile APIs, SDK, and even our customer’s code
• Be the go-to for creating Flatfile code examples that are reusable for our customers
• Work closely with our engineering team to deepen your product knowledge, identify and escalate (and in some cases resolve) product bugs and feature requests
• Document technical issues and resolutions in our internal knowledge base
• Provide technical mentorship to the support team, ensuring consistent delivery of high-quality support

What you'll bring

• 3+ years of experience in a highly technical customer-facing role
• 3+ years of experience with JavaScript or Typescript
• Knowledge of software development best practices and experience working with APIs
• Ability to document technical details and concepts to be understandable to all levels of end-users
• Customer-first mindset and a history of providing a high level of service
• Commitment to working during Eastern Standard Time business hours
• Experience at an early-stage or high-growth startup
• Your own unique talents! If you don't meet all of the qualifications listed above, let us know why you'd be a great fit for this role in your cover letter

Position Type: Contractor

Must be able to work between 8:00 - 4:00 PM Eastern Time, Monday through Friday.

Location & Availability Requirements: Must be located within the Eastern Time Zone.

Language Requirements: Must be fluent in English, with exceptional written communication skills.

Pay Rate: $38-58 per hour, depending on experience.

Expected Quantity of Hours: Up to 40 hours per week