Associate Customer Support Engineer
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 p...