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 behaviours, 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 specialised product features.
• Utilise 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 stand‑ups 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 prioritisation.
• 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.

• 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, prioritise, and manage time effectively in a fast‑paced environment.
• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

• 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).

The base pay range for this position is $60,000‑$90,000. Compensation is not limited to base salary. Flo Qast values our Total Rewards, and offers a competitive and elaborate benefits package including, but not limited to, medical, dental, vision, family forming benefits, life & disability insurance, and unlimited vacation.

Flo Qast reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of…