Associate Customer Support Engineer

Are you an experienced Customer Support Engineer that enjoys being part of a global team that is passionate about providing technical assistance and delivering exceptional support to customers, ensuring their satisfaction and success in utilizing data, products and services? 

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

We have a role for you if

• You have critical thinking and problem-solving skills with the ability to diagnose and troubleshoot technical issues
• You have great communication skills, both written and verbal, with the ability to disseminate clear and appropriate information to both business and technical audiences
• You have a customer-focused mindset with a commitment to delivering high-quality service and building customer trust
• You have a strong work ethic, can-do attitude, with the ability to work effectively with minimal daily oversight in an on-demand environment
• You have the ability to develop a deep understanding of SaaS applications features and functionality
• You can provide and document knowledge in the form of knowledge base articles
• You are familiar with cybersecurity, cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection

What you will get to do on our team:

• Provide prompt and efficient technical assistance to our customers through our ticketing system, web meetings or phone  
• Monitor work queues as needed to maintain balanced workloads and achieve turn-around standards, ensuring quality support 
• Troubleshoot and resolve customer issues, answer inquiries, and offer guidance on product usage, in a clear and efficient manner
• Gain product expertise and stay up-to-date on product enhancements, new features, and technical documentation to effectively assist customers 
• Document customer interactions, including details of inquiries, troubleshooting steps, and resolutions, in our ticketing system
• Share knowledge as trends appear in customer requests, creating articles for the Flashpoint Help Center
• Collaborate with internal teams such as Engineering and Product Development to escalate and resolve complex technical issues
• Deliver great customer service while partnering with our Customer Success Managers to enable customers to focus on threats that matter, make smarter decisions and protect their people, places and assets

What you will achieve 

• Within 30 days
• You will have learned about Flashpoint’s vision, mission, strategy and culture
• You will meet with key stakeholders across the Flashpoint organization
• You will learn about Flashpoint’s various product offerings
• You will be provided training on how we support our customers 
• Within 60 days 
• You will have completed training on all our products and services
• You will start working incoming requests and learning more in-depth product features and functionality
• By 90 days
• You will have an understanding of functionality troubleshooting, replication and common solutions
• An ability to handle customer reported defects for features and functionality
• You will understand your resources and an coordinate internally on integrations and more advanced features
• You will learn our knowledge management system and contribute to our knowledge base

To be successful in this role, you will need

• Experience supporting enterprise customers in a technical customer support or specialist role
• Passionate about working on technical and data related issues
• Troubleshooting, problem-solving, and critical thinking skills
• Great client-facing skills, both written and verbal communication skills
• Experience with standard desktop applications, SAML, APIs and SaaS products
• Basic understanding of cybersecurity

Base Pay Range: 78,600- 94,000 CAD per year plus 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.

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