Support Engineer

📋 Description

• • As a Support Engineer at Withflex Inc., you will be at the forefront of ensuring our rapidly growing merchant and customer base receives exceptional technical assistance. This is a unique opportunity to be an early member of our support team, working directly under the founding Support Engineer and playing a pivotal role in shaping and scaling our support infrastructure from the ground up. You will be instrumental in resolving complex technical issues, developing and optimizing internal tools, and contributing to the overall efficiency and effectiveness of our customer-facing operations.
• • Your primary responsibility will involve triaging and responding to a high volume of merchant and customer inquiries received through channels such as Slack and Pylon. This requires a keen ability to quickly assess the urgency and technical nature of each issue, providing timely and accurate resolutions.
• • You will be tasked with upholding and exceeding our Service Level Agreement (SLA) targets, ensuring that every interaction contributes to maintaining a consistently high bar for customer satisfaction. This involves not only resolving immediate problems but also anticipating potential future issues and proactively addressing them.
• • Delivering clear, thoughtful, and technically sound responses is paramount. You will communicate effectively with both internal stakeholders and external clients, translating complex technical information into easily understandable terms.
• • A significant aspect of this role involves close collaboration with our Engineering, Product, and Operations teams. You will act as a crucial bridge, unblocking support-related challenges, escalating critical bugs or system issues, and providing valuable feedback from the front lines to inform product development and operational improvements.
• • You will actively contribute to the development and enhancement of our internal tooling, leveraging technologies like Retool, Metabase, and SQL. The goal is to automate repetitive workflows, reduce support friction, and empower the support team with more efficient processes.
• • This role offers the chance to collaborate on strategic internal projects aimed at enabling the Support team to scale efficiently as the company expands. Examples include developing bulk editing workflows, creating data validation tools, and formalizing process documentation to ensure consistency and quality.
• • You will play a key role in ensuring that the broader internal team has access to the necessary tools, information, and visibility required to deliver a consistently great customer experience. This might involve creating dashboards, improving reporting mechanisms, or streamlining information flow.
• • Partnering with the Engineering team, you will participate in testing new product functionalities, identifying and verifying edge cases, and validating backend fixes before they are rolled out to production. This proactive involvement ensures product stability and a seamless user experience.
• • A core responsibility will be to build and maintain comprehensive internal documentation. This includes detailed guides for support workflows, explanations of product edge cases, and practical tips for utilizing our internal tooling effectively, serving as a knowledge base for the entire team.
• • You will also contribute to defining and refining the tagging, categorization, and data structure for support tickets. This foundational work is essential for powering better reporting, enabling deeper insights into customer issues, and driving data-informed improvements over time.
• • This position is ideal for an individual who possesses a strong problem-solving aptitude, is comfortable navigating ambiguity, and is eager to contribute to building foundational support infrastructure within an exciting early-stage startup environment. You will have the opportunity to wear many hats and make a tangible impact on the company's success.