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Salary: USD 60,000 - 90,000 / annual
FloQast is seeking a Technical Support Engineer to provide expert technical support for its AI-powered Accounting Transformation Platform. In this role, you will own customer support cases end-to-end, troubleshooting technical issues, performing backend configuration work, and ensuring customers realize full value from FloQast's solutions used by leading companies like Lululemon, DoorDash, and the MLB.
You will handle a mix of L1, L2, and L3 support cases, leveraging internal admin tools, session replay, log analysis, and developer tools to diagnose and resolve issues. Key responsibilities include breaking/fixing error messages and unexpected behaviors, performing data transformations and migrations, developing deep expertise in assigned product areas, contributing to knowledge base documentation, and collaborating with cross-functional teams including Engineering, Product, and Customer Success. You'll participate in daily standups, monitor internal discussions, engage in stakeholder meetings for product feedback, and lead special projects as assigned.
The role requires 3 days per week in-office work in Los Angeles, subject to change based on business needs. You will work with customers globally across accounting, audit, compliance, financial reporting, and IT functions, where accuracy and deadlines are business-critical.
REQUIREMENTS:
- 2+ years of experience in Technical Support, IT, or a related technical field
- High emotional intelligence with ability to assess customer urgency and deliver accurate, timely, empathetic support
- Critical thinking skills to troubleshoot, diagnose, and resolve technical issues
- Strong technical aptitude with ability to quickly gain proficiency in complex, evolving products
- Strong written and verbal communication skills, able to explain technical concepts to both technical and non-technical audiences
- Team-first attitude with cross-functional collaboration experience
- Proven ability to multi-task, prioritize, and manage time in fast-paced environments
- Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA)
NICE TO HAVES:
- B2B SaaS experience, particularly fintech or enterprise software
- Cloud-based platform or enterprise application troubleshooting (ERPs, accounting/finance tools)
- Basic SQL, API troubleshooting, or data integration knowledge
- AI-powered support tools, automation, or chatbot experience
- Session replay or log analysis tools familiarity
- Degree in Information Systems, IT, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or related field
- Multi-language support (e.g., bilingual English-German)
