Floqast2mo ago

Technical Support Engineer (Integrations)

Los AngelesFull-timemid

Customer SuccessTechnical Support

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Quick Summary

Overview

As a Technical Support Engineer (Integrations), you will unblock customers facing technical obstacles across FloQast’s Accounting Transformation Platform and expansive ecosystem of integrations.

Technical Tools

Customer SuccessTechnical Support

As a Technical Support Engineer (Integrations), you will unblock customers facing technical obstacles across FloQast’s Accounting Transformation Platform and expansive ecosystem of integrations. Customers around the globe rely on FloQast for business‑critical processes spanning Accounting, AI, Audit, Compliance, Finance, IT, and more. This essential customer‑facing role ensures successful integration outcomes by engaging directly with IT, Financial System Admins, and other end‑users, and frequently collaborating with fellow TSEs, Professional Services, Partnerships, Customer Success, R&D, Sales, and beyond. You’ll leverage deep product knowledge across prebuilt and custom APIs to troubleshoot issues to resolution, perform hands‑on technical engagements, and guide customers to maximum success on FloQast.

This role has a requirement of working in office 3 days per week (Tuesday - Thursday).

*Visa sponsorship is NOT available at this time

Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)

Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and sharing technical resolutions.

Perform technical configuration work to optimize customer environments, ensuring successful outcomes aligned with platform best practices and client specifications.

Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), with a specific focus on integrations such as ERPs, Cloud Storage Providers, SSO Identity Providers, Subledgers, Banks, etc.

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, developer tools, and API clients (e.g., Postman) 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.

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 working in a B2B SaaS environment, particularly in fintech or enterprise software.

Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

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.

Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).

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)