Associate Customer Support Engineer

Job description

Flashpoint is the pioneering leader in threat data and intelligence. We empower commercial enterprises and government agencies to decisively confront complex security challenges, reduce risk, and improve operational resilience amid fast-evolving threats. Through the Flashpoint Ignite platform, we deliver unparalleled depth, breadth and speed of data from highly relevant sources, enriched by human insights. Our solutions span cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection. The result: our customers safeguard critical assets, avoid financial loss, and protect lives. Discover more at flashpoint.io http://flashpoint.io Are you an experienced Associate Customer Support Engineer who thrives on solving technical problems and turning customers into loyal product champions? Flashpoint is looking for an Associate Customer Support Engineer to join our Customer Support team, remote in Canada. If you enjoy diagnosing technical issues, building trust with enterprise customers, and being part of a collaborative, globally distributed team, we have a role for you. We have a role for you if, you: - Provide prompt, efficient technical assistance to customers through a ticketing system, web meetings, or phone - Own and monitor support queues to maintain balanced workloads and hit turnaround standards without sacrificing quality - Troubleshot and resolve customer issues end to end, from first response through resolution - Build deep product expertise on a SaaS platform and stayed current on new features and releases - Document customer interactions, including troubleshooting steps and resolutions, in a ticketing system - Spot trends in customer requests and turned them into knowledge base articles or documentation - Partner with Engineering or Product teams to escalate and resolve complex technical issues - Have familiarity with cybersecurity, threat intelligence, or related risk domains like physical security, fraud, or brand protection What you will get to do on our team: - Become the go-to expert on Ignite, Flashpoint's threat intelligence platform, and use that expertise to unblock customers making real security decisions - Build a technical support skill set that compounds, starting with ticket triage and growing into deeper API, SAML, and data troubleshooting - Get hands-on exposure to how enterprise security teams actually use cyber threat intelligence, vulnerability, fraud, and brand protection data - Partner directly with Engineering and Product to escalate root-cause issues and see your feedback show up in the roadmap - Shape how customers experience Ignite by writing Help Center content that answers their next question before they ask it - Learn from Senior Support Engineers and Customer Success Managers who've built real careers in technical SaaS support - Own your queue and outcomes, with a clear path toward more advanced troubleshooting, specialization, or mentorship as you grow - Work alongside a globally distributed team that treats support as a craft, not a cost center What you will achieve: Within 30 days: - You'll understand Flashpoint's mission, strategy, and culture, and have met the key stakeholders you'll work with across the org - You'll complete initial training on how Flashpoint supports its customers - You'll have a working knowledge of Flashpoint's product suite Within 60 days: - You'll complete training across all products and services - You'll be independently working incoming requests and building depth on product features and functionality By 90 days: - You'll troubleshoot, replicate, and resolve common issues independently - You'll handle customer-reported defects for features and functionality - You'll know your internal resources and coordinate confidently on integrations and advanced features - You'll be an active contributor to the knowledge base using our knowledge management system To be successful in this role, you will need: - Experience supporting enterprise customers in a technical customer support or specialist role - Comfort troubleshooting technical and data-related issues, not just following a script - Experience with standard desktop applications, SAML, APIs, and SaaS products - An understanding of cybersecurity concepts Base Pay Range: $78,600 – $82,000 CAD/yr. plus target 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. Are you unsure if this role suits you or not? Unsure about the timing? Interested in future opportunities? Stay connected by joining our Talent Network https://jobs.ashbyhq.com/flashpoint.io/form/talent-network. By doing so, you'll stay updated with Flashpoint news and upcoming career opportunities. Even if you're not ready to apply now, being part of our Talent Network ensures you won't miss out on exciting opportunities in the future.