Senior Customer Support Engineer
New
F
FlashpointCybersecurity
Remote in the United StatesFull-TimeSenior
Salary$85,000/yr. – $99,400/yr. plus bonus
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Job Details
- Required Skills
- Artificial IntelligenceCybersecurityRESTful APIsTroubleshootingPostman
Requirements
- Proven track record of solving technical problems
- Hands-on experience supporting enterprise customers on complex technical and data-related issues in a SaaS environment
- Working knowledge of APIs, SAML, and standard SaaS troubleshooting
- Comfort with Postman, curl, and browser developer tools
- Ability to navigate unfamiliar technology, such as LLM-powered features or MCP servers
- Strong written and verbal communication skills
- Understanding of cybersecurity or adjacent domains like threat intelligence, vulnerability intelligence, fraud, or brand protection
- Experience distilling customer feedback into clear, actionable defect reports
Responsibilities
- Take ownership of customer cases through ticketing, web meetings, and phone
- Troubleshoot and resolve complex product, data, and integration issues including APIs, SAML/SSO, and AI-powered features
- Replicate reported defects and isolate root causes for escalation to engineering
- Stay current on new product capabilities, enhancements, and emerging tooling
- Document recurring issues by creating articles for the company Help Center
- Monitor work queues to maintain balanced workloads and hit turnaround standards
- Partner with Customer Success Managers to support customer security decision-making
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