FloQast · 1 week ago
Manager, Support Engineering
United States
Full-time
Remote
Mid, Senior Level
$91K/yr - $137K/yr
4+ years expFloQast is the leading Accounting Transformation Platform in accounting workflow automation, created by actual former accountants for accountants. As a Manager, Support Engineering, you will lead a specialized team focused on delivering exceptional technical support to customers, balancing people management with strategic initiatives and technical responsibilities.
AccountingB2BEnterprise SoftwareSaaS
No H1B
Responsibilities
Lead a specialized team of Technical Support Engineers dedicated to unblocking customers facing complex technical issues across the FloQast Accounting Transformation Platform
Drive talent strategy for specialized team(s), including hiring, onboarding, 1:1 meetings, QA reviews, annual reviews, performance coaching, career development, SME assignments, and overall team design
Maintain deep technical proficiency in assigned Solution(s), staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team
Regularly participate in customer-facing and customer-adjacent activities, including strategically significant tickets or projects, high-priority escalations, and an ongoing elastic capacity to step into the queue to ensure consistent coverage
Leverage technical tools such as session replay, log analysis, and API clients (e.g., Postman) to perform deep-dive troubleshooting, and leverage internal admin tools (Super) to execute CRUD operations in the database
Own key Support metrics and queue health by monitoring ticket volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions
Act as a technical liaison between Support and Engineering on defects of all severities, advocating for customer impact and owning internal/external communications
Drive operational excellence by identifying and owning process improvements, such as AI initiatives, software administration/optimization, implementation of new systems or processes, curation of knowledge base and enablement assets, release-readiness campaigns, and data insights
Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators
Lead or contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals
Qualification
Required
4+ years of functional experience in Technical Support, IT, or a related technical field
1-4 years of people management experience
Demonstrated success in managing individual contributors in highly technical roles
Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features
Proven ability to balance long-term strategic initiatives with day-to-day operational leadership
Experience partnering with cross-functional stakeholders on both technical escalations and proactive initiatives
Preferred
Relevant experience with the FloQast platform or comparable B2B fintech products
Degree in Business, IT, Computer Science, Accounting, Finance, or a related field
Professional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields
Expertise and/or certifications in Zendesk administration
Familiarity with Support automation strategies and AI tools like n8n, Lovable, and Supabase
Familiarity with tools like JIRA, Coralogix, Gainsight, Salesforce, Looker, and Highspot
Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally
Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion
Benefits
Medical
Dental
Vision
Family Forming benefits
Life & Disability Insurance
Unlimited Vacation
Company
FloQast
FloQast is a financial close management software designed to streamline the month-end close process for accounting teams.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$302.85MKey Investors
ICONIQ GrowthMeritech Capital PartnersNorwest
2024-04-10Series E· $100M
2021-07-21Series D· $110M
2020-01-21Series C· $40M
Leadership Team
Mike Whitmire
Co-Founder and CEO
Cullen Zandstra
Co-Founder & CTO
Recent News
2026-01-06
Norwest
2025-12-01
2025-11-19
Company data provided by crunchbase