Technical Support Engineer

What You’ll Do

• Own support cases from customers applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)
• Break/Fix: Troubleshoot error messages and unexpected behaviors unblocking customers by identifying root causes and delivering technical resolutions.
• Technical Task: Perform backend configuration work including data transformations/uploads and migrations to maintain functionality and meet customer requirements.
• Handle a range of L1 L2 and L3 support cases related to assigned Solution(s) and SME specialization(s).
• Develop expertise in assigned SME areas progressively deepening knowledge in specialized product features.
• Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
• Leverage technical tools like session replay log analysis and developer tools to perform deep-dive troubleshooting.
• Contribute to Knowledge Base articles in association with Product and Education teams ensuring documentation remains current and valuable for both customers and AI enablement.
• Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.
• Monitor and contribute to internal Slack discussions assisting cross-functional peers with complex cases and sharing insights from assigned SME area(s).
• Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews roadmap direction and defect prioritization.
• Lead or contribute to special projects and initiatives as assigned leveraging expertise and creative problem-solving skills to help the department and company achieve their goals.

What You’ll Bring

• 2+ years of experience in Technical Support IT or a related technical field.
• High EQ with the ability to assess customer urgency and deliver accurate timely and empathetic support.
• Ability to apply critical thinking to troubleshoot diagnose and resolve customer-reported technical issues.
• Strong technical aptitude with the ability to quickly gain proficiency in complex products including rapidly evolving features across an innovative platform.
• Strong written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Team-first attitude and experience working cross-functionally with Engineering Product Customer Success etc.
• Proven ability to multi-task prioritize and manage time effectively in a fast-paced environment.
• Experience with ticketing systems (e.g. Zendesk Salesforce JIRA) for case management and escalation processes.

Nice To Haves/Other

• Experience working in a B2B SaaS environment particularly in fintech or enterprise software.
• Prior experience troubleshooting cloud-based platforms or enterprise applications particularly ERPs or other accounting/finance tools.
• Familiarity with basic database querying (SQL) API troubleshooting or data integration concepts.
• Hands-on experience with AI-powered support tools automation strategies or chatbot-driven ticket deflection.
• Familiarity with session replay or log analysis tools for debugging customer issues.
• Degree in a relevant field such as Information Systems Information Technology Business Finance Accounting Engineering Communications Technical Writing or a related discipline.
• Multi-language support experience (e.g. bilingual English-German)

What We Do

By automating and streamlining common accounting workflows to make them more efficient FloQast is where accounting teams want to work so they can focus on what matters most even when that’s just logging off on time. Whether automating reconciliations documentation requests or streamlining recurring accounting processes such as the month-end close financial reporting or payroll FloQast's platform enhances the way accounting teams already work to help them operate more efficiently.

Why Work With Us

Our cloud-based AI-enhanced software is trusted by more than 3000 accounting teams including those at Twilio Gong Instacart and The Golden State Warriors - and still growing! We aspire to forever elevate accounting and improve both the practice and perceptions of the profession.

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