Technical Support Engineer at Floqast

Los Angeles, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

NoVisa

Accounting, Audit, Compliance, Financial Reporting, ITIndustries

Requirements

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 with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes
Nice To Haves
Experience working in a B2B SaaS environment, particularly in fintech or enterprise software
Prior 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
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 (unspecified field)

Responsibilities

Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)
Break/Fix: Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions
Technical Task: Perform backend configuration work, including data transformations/uploads and migrations, to maintain functionality and meet customer requirements
Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s)
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, and developer tools 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

Skills

Troubleshooting

Root Cause Analysis

Backend Configuration

Data Transformations

Data Uploads

Data Migrations

CRUD Operations

Log Analysis

Session Replay

Developer Tools

Knowledge Base

Floqast

Financial close management software for accounting teams

About Floqast

FloQast offers Financial Close Management Software that helps accounting teams automate and streamline the financial close process at the end of a fiscal period. The cloud-based solution integrates with existing ERP systems and Excel, allowing for automated reconciliations and organized financial documentation for audits. Unlike competitors, FloQast can be fully implemented and trained within two weeks, making it easier to adopt. The company's goal is to improve the efficiency and accuracy of financial reporting, reducing the workload for accounting teams.

Los Angeles, CaliforniaHeadquarters

2013Year Founded

$294.6MTotal Funding

SERIES_ECompany Stage

Enterprise Software, FintechIndustries

501-1,000Employees

Benefits

Unlimited PTO

Company-Wide Social Events

Cold Brew/Nitro On Tap

Generous Paid Parental Leave

Competitive Compensation

401k (No Matching)

Unlimited Snacks and Drinks

Family Forming Support, Benefits & Reimbursement

Pet Care Discount Program

Stock Options

Education Reimbursement

Medical, Dental, Vision (100% paid)

Charitable Donation Matching

Risks

Increased competition from fintech startups could erode FloQast's market share.

Economic downturns in EMEA and APAC may impact FloQast's expansion and revenue growth.

Data privacy concerns in new markets could challenge FloQast's global expansion strategy.

Differentiation

FloQast integrates seamlessly with major ERP systems like QuickBooks and SAP.

The platform offers built-in flux analysis for identifying significant financial data changes.

FloQast's ease of implementation sets it apart from lengthy traditional software setups.

Upsides

FloQast's global expansion is bolstered by new executive appointments in EMEA and APAC.

Recognition as a fastest-growing company enhances FloQast's market credibility and visibility.

The subscription model ensures a steady revenue stream and continuous software updates.

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