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FloQast · 11 hours ago

Technical Support Engineer

Los Angeles, CA

Full-time

Hybrid

Entry, Mid Level

$60K/yr - $90K/yr

2+ years exp

FloQast is the leading Accounting Transformation Platform in accounting workflow automation created by actual former accountants for accountants. As a Technical Support Engineer, you will unblock customers facing technical obstacles across FloQast’s suite of integrations, ensuring they realize the full value of the platform through effective troubleshooting and support.

AccountingB2BEnterprise SoftwareSaaS

Growth Opportunities

No H1B

Responsibilities

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

Qualification

Technical Support ExperienceTroubleshooting SkillsTicketing SystemsCloud-based PlatformsDatabase Querying (SQL)Multi-taskingEmpathyCommunication SkillsCritical ThinkingTeam Collaboration

Required

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

Preferred

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)