Associate Customer Support Engineer supporting enterprise customers using Flashpoint’s Ignite cybersecurity intelligence platform. Troubleshooting SaaS, API, SAML, and data issues while improving support documentation.
About the role
- Technical Support Engineer providing escalated technical support for AI platform in insurance claims. Collaborating with cross-functional teams to resolve complex issues and maintain platform configurations.
Responsibilities
- Own Tier 2 support: triage, investigate, and resolve issues that require platform knowledge beyond standard troubleshooting
- Manage escalated tickets end-to-end — diagnosis, communication, resolution, and documentation — with clear SLA ownership
- Partner with Support Specialists to pull escalations out of the queue early and prevent customer-facing delays
- Serve as the technical bridge between support and the engineering team when issues require deeper investigation or a product fix
- Act as an escalation resource and technical mentor for Support Specialists, helping develop troubleshooting skills and technical proficiency across the team
- Manage and maintain customer-specific platform configurations — instance settings, workflow rules, and output logic
- Support the Technical Configuration Specialist on complex builds, particularly during implementation and migration periods
- Execute configuration changes independently for established customers and validate behavior in staging environments before release
- Contribute to configuration documentation and internal knowledge base to improve scalability across the team
- Run technical calls independently: configuration walkthroughs, troubleshooting sessions, and feature training
- Translate complex platform behavior into clear, non-technical language for customer teams
- Proactively surface configuration improvement opportunities to CSMs for named accounts
- Support implementation handoffs by providing technical continuity from onboarding into steady-state support
- Document customer interactions, root-cause findings, and resolution patterns for the team knowledge base
- Provide structured feedback to Product on recurring issues and configuration limitations
- Identify recurring customer friction points and partner with Product and Engineering to advocate for scalable solutions
- Work closely with the Director of Technical Success and CSMs to flag account health signals tied to technical blockers
Requirements
- 3+ years in a technical support, platform support, or support engineering role in a SaaS environment
- Demonstrated ability to own and resolve complex, multi-system technical issues independently
- Comfort working with configuration logic, JSON structures, or similar platform-level tooling
- Strong written and verbal communication — you can explain technical issues clearly to both technical and non-technical audiences
- Experience managing escalations, prioritizing competing requests, and communicating status to customers under pressure
- Familiarity with ticketing systems (Jira, HubSpot, or similar) and a structured approach to documentation
Benefits
- Flexible hybrid environment to collaborate in-person at our Toronto HQ.
- Modern employee benefits, including health and dental coverage
- Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
- An opportunity to develop very rapidly in your career.
- Access to a learning and professional development fund to help you level up your career while you’re working with us.
- Company events
- Generous Paid Time Off
- Paid Sick Days
- Casual Dress code
- Employee Referral Bonus
- Tuition Assistance
- Plus, many other Recognition Programs!
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