Job Overview
Location
United States
Job Type
Full-time
Category
Customer Support
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a Support Engineer at Withflex Inc., you will play a critical role in scaling customer support infrastructure for a fast-growing health fintech startup that enables merchants to accept HSA/FSA payments seamlessly. Your work will directly impact customer satisfaction and operational efficiency by bridging frontline support with engineering innovation.
- • You will triage and respond to daily merchant and customer tickets via Slack and Pylon, ensuring timely resolution while maintaining high satisfaction scores and adherence to SLA targets through clear, technically accurate communication.
- • You will collaborate closely with Engineering, Product, and Operations teams to unblock support issues, escalate bugs, and contribute to system improvements by testing new functionality, validating edge cases, and providing frontline insights.
- • You will build and maintain internal tooling using Retool, Metabase, and SQL to automate workflows—such as bulk editing, data validation, and ticket tagging—reducing manual effort and improving support scalability.
- • You will help define and improve ticket categorization, tagging, and data structures to enable better reporting, trend analysis, and long-term product decisions based on support insights.
- • You will create and update internal documentation for support workflows, product edge cases, and tooling usage, ensuring knowledge sharing and consistency across the team.
- • You will partner with Engineering to validate backend fixes and new product features before rollout, acting as a quality gate for customer-impacting changes.
- • You will ensure the broader internal team has the visibility and tools needed to deliver a great customer experience by surfacing trends, sharing insights, and advocating for process improvements.
- • You will thrive in a scrappy, early-stage startup environment where initiative is rewarded, ambiguity is embraced, and wearing multiple hats is expected—contributing to foundational support infrastructure as the company scales.
- • You will work directly with founders and leadership on high-impact initiatives, gaining exposure to strategic decision-making while helping shape the future of HSA/FSA payment processing in e-commerce.
🎯 Requirements
- • Foundational understanding of APIs, JSON, Postman, and Retool
- • Strong written communication skills with a customer-first mindset
- • Curious, resourceful, and comfortable learning technical tools independently
- • Ability to take initiative and thrive in fast-paced, scrappy environments
- • Excitement about building systems from scratch and wearing multiple hats
🏖️ Benefits
- • Equity compensation with competitive salary
- • Medical, dental, and vision plans
- • Unlimited PTO and sick days
- • Paid parental leave
- • Flexible, remote-first work model with quarterly in-person meetups
- • Direct access to founders and leadership on high-impact projects
Skills & Technologies
About Withflex Inc.
Withflex is a technology company focused on revolutionizing the way businesses manage their flexible workforce. Their platform provides a comprehensive solution for hiring, onboarding, managing, and paying contingent workers, freelancers, and contractors. By centralizing these processes, Withflex aims to streamline operations, ensure compliance, and reduce administrative overhead for companies. They cater to businesses of all sizes looking to leverage flexible talent efficiently and effectively, offering tools for talent sourcing, contract management, time tracking, and automated payments. Withflex operates within the HR tech and gig economy enablement sectors.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
