Associate Customer Support Engineer

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Flashpoint Venture Capital

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

💳 Fintech

🤝 B2B

Fintech • B2B • Venture Capital

Flashpoint Venture Capital is a technology investment firm that specializes in providing capital ignition for tech founders at various stages of their journey. They offer venture capital, growth debt, and secondary fund investments, managing approximately $500 million across various funds with a significant portfolio of active investments and successful exits. Their focus is on supporting innovative companies, helping them grow and succeed in the tech industry.

📋 Description

• Provide prompt technical assistance through ticketing systems, web meetings, or phone • Own and monitor support queues to balance workloads and meet turnaround standards • Troubleshoot and resolve customer issues end to end • Build product expertise on Flashpoint Ignite and stay current with features and releases • Document customer interactions, troubleshooting steps, and resolutions • Identify trends in customer requests and create knowledge base articles or documentation • Partner with Engineering and Product teams to escalate and resolve complex technical issues • Become the go-to expert on Flashpoint’s Ignite threat intelligence platform • Develop deeper troubleshooting expertise in APIs, SAML, and data issues • Gain exposure to enterprise security teams’ use of cyber threat intelligence, vulnerability, fraud, and brand protection data • Write Help Center content • Coordinate on integrations and advanced features • Independently troubleshoot, replicate, and resolve common issues • Handle customer-reported defects • Contribute to the knowledge base

🎯 Requirements

• Experience supporting enterprise customers in a technical customer support or specialist role • Comfort troubleshooting technical and data-related issues independently • Experience with standard desktop applications, SAML, APIs, and SaaS products • Understanding of cybersecurity concepts • Customer-facing support experience through tickets, live chat, phone, or web meetings • Legal authorization to work in Canada • Ability to meet potential Canadian citizenship requirements for certain duties

🏖️ Benefits

• Target bonus • Company-funded virtual events, including book clubs, happy hours, committees, DIBE discussion groups, Donut mixers, and local team member meetups • Gym reimbursements • Expensed lunches • Cultural initiatives and inclusive employee events • Regular one-on-ones with managers • Performance reviews • Learning and development opportunities • Formalized career paths • Opportunities for specialization, mentorship, and career growth