Senior Customer Support Engineer

We are looking for a Senior Customer Support Engineer to join our Application Support team in the United States. Job Requirements and Skills owned complex technical cases end to end, replicating issues, tracing root causes, and independently finding solutions read API documentation cold and use it to diagnose a customer's integration issue, whether with Postman, curl, or browser dev tools confidently navigate unfamiliar technology, like an LLM-powered feature or an MCP server, and figured out how it works through hands‑on experimentation distill complex customer feedback into clear, actionable defect reports that engineering could prioritize immediately turn recurring customer questions into knowledge base articles that reduced future ticket volume support enterprise SaaS customers and know how to communicate clearly with both business users and technical teams have experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protection 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 Key Responsibilities Take ownership of customer cases through our ticketing system, web meetings, and phone, working each one until you understand it 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 Milestones Within 30 Days You will have learned Flashpoint's vision, mission, strategy, and culture, and met key stakeholders across the organization You will have completed training on our product offerings and how we support our customers You will have shadowed live cases and started building your troubleshooting playbook Within 60 Days You will have completed training across all products and services and started working incoming requests independently You will have resolved your first complex cases end to end, including issues involving APIs and integrations By 90 Days You will be independently troubleshooting, replicating, and resolving functionality issues, escalating only with a full diagnostic picture in hand You will be handling customer-reported defects and coordinating internally on integrations and advanced features You will have contributed articles to our knowledge base and know exactly which resources to pull when something new breaks Base Pay Range: $85,000/yr. – $99,400/yr. plus bonus Why Flashpoint is a Great Place to Work Diversity. Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and products and services that will change the world. Culture and Belonging. Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become. You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more. Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment. That’s why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events. Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two‑way feedback is critical to that growth. We encourage regular one‑on‑ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience. #J-18808-Ljbffr