Technical Support Engineer

• Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)
• Break/Fix: Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.
• Technical Task: Perform backend configuration work, including data transformations/uploads and migrations, to maintain functionality and meet customer requirements.
• Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s).
• Develop expertise in assigned SME areas, progressively deepening knowledge in specialized product features.
• Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
• Leverage technical tools like session replay, log analysis, and developer tools to perform deep-dive troubleshooting.
• Contribute to Knowledge Base articles in association with Product and Education teams, ensuring documentation remains current and valuable for both customers and AI enablement.
• Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.
• Monitor and contribute to internal Slack discussions, assisting cross-functional peers with complex cases and sharing insights from assigned SME area(s).
• Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews, roadmap direction, and defect prioritization.
• Lead or contribute to special projects and initiatives as assigned, leveraging expertise and creative problem-solving skills to help the department and company achieve their goals.

Do you have experience in Zendesk?, * 2+ years of experience in Technical Support, IT, or a related technical field.

• High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
• Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
• Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
• Proven ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes., * Experience working in a B2B SaaS environment, particularly in fintech or enterprise software.
• Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
• Familiarity with basic database querying (SQL), API troubleshooting, or data integration concepts.
• Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
• Familiarity with session replay or log analysis tools for debugging customer issues.
• Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.
• Multi-language support experience (e.g., bilingual English-German or bilingual English-French)

As a Technical Support Engineer, you will unblock customers when they face technical obstacles across FloQast's Accounting Transformation Platform and suite of integrations. Customers around the globe rely on FloQast solutions for business-critical processes spanning Accounting, Audit, Compliance, Financial Reporting, IT, and more. Given the high-stakes roles that accuracy and deadlines play in these industries, we take pride in providing timely, trusted, and expert technical support. You'll leverage deep product knowledge and a powerful suite of tools to troubleshoot issues to resolution, perform hands-on technical tasks, and ensure customers realize the full value of FloQast., FloQast is the leading Accounting Transformation Platform in accounting workflow automation created by actual former accountants for accountants. By streamlining and modernizing daily accounting tasks, FloQast helps teams collaborate more effectively and complete their work with greater efficiency and precision. This cloud-based, AI-powered software is trusted by over 3,000 accounting teams, including those at Snowflake, Twilio, Instacart, and The Golden State Warriors-and continues to grow. Our mission is to continuously elevate the accounting profession, enhancing both its practice and perception. Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day: Unwaveringly Authentic Ambitious with Integrity Empowered to Grow Committed to Collaboration Customer Obsessed in All Ways FloQast is regularly rated as a Best Place to Work! * Inc. Magazine's Best Workplaces in 2024, 2023, 2022, and 2021 * Best Places to Work by LA Business Journal since 2017 (that's 8 years!) * Built In's Best Place to Work in Los Angeles 6 years in a row!