Senior Customer Support Engineer

Flashpoint Intel Inc.

Job Overview

Location

Remote in the United States

Job Type

Full-time

Full Job Description

📋 Description

• Own complex customer cases end to end through ticketing systems, web meetings, and phone calls, ensuring resolution from initial report to final closure.
• Troubleshoot and resolve intricate product, data, and integration issues involving APIs, SAML/SSO, and AI-powered features on the Flashpoint Ignite platform.
• Replicate reported defects in test environments, isolate root causes, and provide engineering with detailed, actionable diagnostic reports for escalation.
• Independently navigate unfamiliar technologies such as LLM-powered features or MCP servers through hands-on experimentation when documentation is unavailable.
• Diagnose customer integration issues using API documentation, Postman, curl, or browser dev tools without scripted guidance.
• Translate complex customer feedback into clear, prioritized defect reports that enable engineering teams to act swiftly.
• Identify recurring customer questions and convert them into comprehensive knowledge base articles that reduce future ticket volume.
• Support enterprise SaaS customers by communicating effectively with both technical teams and business users across diverse organizational roles.
• Stay ahead of weekly product releases and emerging technologies to maintain deep product expertise and anticipate customer needs.
• Monitor support queues to maintain balanced workloads, meet turnaround standards, and ensure consistent quality in customer resolutions.
• Partner with Customer Success Managers to help customers prioritize threats and make informed security decisions based on Flashpoint’s intelligence.
• Within 30 days, learn Flashpoint’s vision, mission, strategy, and culture; complete product training; shadow live cases; and begin building a personal troubleshooting playbook.
• Within 60 days, complete training across all products and services; independently handle incoming support requests; resolve first complex cases involving APIs and integrations.
• By 90 days, independently troubleshoot and resolve functionality issues; escalate only with full diagnostic context; coordinate internally on advanced integrations; contribute to the Flashpoint Help Center.
• Apply cybersecurity domain knowledge in areas such as cyber threat intelligence, vulnerability intelligence, fraud, or brand protection to better serve enterprise customers.
• Maintain a proactive approach to learning emerging AI tools and technologies that lack formal documentation, using experimentation to build competency.
• Communicate clearly and professionally in both written and verbal formats with global, distributed teams and enterprise clients.

🎯 Requirements

• A track record of solving technical problems in enterprise SaaS environments
• Hands-on experience supporting enterprise customers on complex technical and data-related issues
• Working knowledge of APIs, SAML, and standard SaaS troubleshooting methodologies
• Curiosity about AI and emerging technologies with comfort learning tools lacking documentation
• Excellent client-facing written and verbal communication skills
• Understanding of cybersecurity domains such as cyber threat intelligence, vulnerability intelligence, fraud, or brand protection

🏖️ Benefits

• Diversity, inclusion, belonging, and equity are core to Flashpoint’s culture and product development
• Opportunities to connect with coworkers through book clubs, happy hours, DIBE discussion groups, Donut mixers, and local meetups
• Gym reimbursements, expensed lunches, and inclusive cultural initiatives focused on personal wellness
• Career growth support through frequent two-way feedback, regular performance reviews, learning and development opportunities, and formalized career paths

Skills & Technologies

Senior

Remote

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Flashpoint Intel Inc.

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About Flashpoint Intel Inc.

Flashpoint delivers threat intelligence, risk data, and investigative tools to help corporate security, fraud, and intelligence teams identify and mitigate cyber, physical, and fraud threats. Its platform combines open-source, deep-and-dark-web, and chat-forum collection with analytics to expose threat actors, stolen data, and brand attacks. Customers include Fortune 500 enterprises, government agencies, and financial institutions seeking actionable intelligence for incident response, vulnerability management, and executive protection.

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