Associate Customer Support Engineer

October 10

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Flashpoint

WebsiteLinkedInAll Job Openings

Deep Web • Dark Web • Intelligence • Business Risk Intelligence • Cybercrime

201 - 500

💰 $6M Series D on 2019-10

Description

• 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

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

Benefits

• 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.