Remote Associate Customer Support Engineer

Summary

Join a global team at Flashpoint as a Customer Support Engineer and provide technical assistance to customers while delivering exceptional support and building customer trust.

Requirements

• Experience supporting enterprise customers in a technical customer support or specialist role
• Passionate about working on technical and data related issues
• Troubleshooting, problem-solving, and critical thinking skills
• Great client-facing skills, both written and verbal communication skills
• Experience with standard desktop applications, SAML, APIs and SaaS products
• Basic understanding of cybersecurity

Responsibilities

• Provide prompt and efficient technical assistance to our customers through our ticketing system, web meetings or phone
• Monitor work queues as needed to maintain balanced workloads and achieve turn-around standards, ensuring quality support
• Troubleshoot and resolve customer issues, answer inquiries, and offer guidance on product usage, in a clear and efficient manner
• Gain product expertise and stay up-to-date on product enhancements, new features, and technical documentation to effectively assist customers
• Document customer interactions, including details of inquiries, troubleshooting steps, and resolutions, in our ticketing system
• Share knowledge as trends appear in customer requests, creating articles for the Flashpoint Help Center
• Collaborate with internal teams such as Engineering and Product Development to escalate and resolve complex technical issues
• Deliver great customer service while partnering with our Customer Success Managers to enable customers to focus on threats that matter, make smarter decisions and protect their people, places and assets

Benefits

• Base Pay Range: 78,600- 94,000 CAD per year plus bonus
• Diversity and inclusion initiatives
• Culture and belonging programs
• Perks such as gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events
• Career growth opportunities through regular one-on-ones with manager, performance reviews, learning and development opportunities, and guidance through formalized career paths