# Technical Support Engineer

**Company:** [FloQast](https://hotfix.jobs/companies/floqast)
**Location:** Los Angeles, CA, Chicago, IL, Austin, TX
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** Technical Support, Api Troubleshooting, SQL, OAuth, SAML, SSO, Sftp, REST APIs, Postman, Zendesk, Salesforce, Jira, ERP, Log Analysis
**Posted:** 2026-06-30

> Technical Support Engineer focused on integrations for FloQast’s Accounting Transformation Platform. Troubleshoot complex integration issues (ERPs, SSO, banks, APIs), perform configuration and deep-dive debugging, and collaborate cross-functionally to unblock customers. Requires 2+ years technical support experience and strong troubleshooting skills.

## Job Description

## What You’ll Do
- 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.

## What You’ll Bring
- 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.

## Nice To Haves
- 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).

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