Support Engineer

Support Engineer

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform.

TL;DR: We are a bunch of geeks who help protect our clients' data (and people in their network) by locating cyber risks.

As a Support Engineer at Flare, you will play a key role in ensuring platform stability and reliability as technology and customer use cases continuously evolve. In this role you will work closely with customer success and engineering functions to provide targeted solutions to specific customer needs. 

Your purpose and impact:

Your mission, should you choose to accept it, is to prevent and resolve technical escalations while continuing to educate customers.

• Prevent issues before they occur by documenting best practices and proactive outreach to internal customer facing team
• Engage with customers to resolve technical support requests efficiently and swiftly. Coordinate with cross-functional teams as necessary to resolve complex issues 
• Serve as an advisor to clients on technical challenges, include integrations and use of platform API
• Monitor internal channels for product questions and enable colleagues to serve their customers
• Participate in product conversations with internal teams based on feedback from client interactions and analysis of escalations
• Continually Develop and refine support processes and introduce automations to enhance efficiency and customer satisfaction.
• Develop and maintain a library of Python scripts that leverage our API in order to achieve one-off customer requests.

You’ll be a perfect fit if you posses:

• 5+ years of experience in customer support or a related field, with a focus on managing escalations.
• Education or background in software engineering
• Proficiency in cybersecurity
• A passion for helping people and a desire to see things through to resolution
• Highly organized and diligent
• Strong understanding of escalation management processes, SLAs, and technical troubleshooting.
• Excellent problem-solving skills and ability to manage challenging customer interactions.
• Strong leadership and interpersonal skills, with the ability to work cross-functionally.
• Experience with tools such as Confluence, GitLab, Zendesk, and other support or project management software
• Beginner to intermediate Knowledge of Python

What it’s like to be part of Flare:

• You will find a people-first company where work-life balance is valued. You’ll receive:
  • Competitive salary
  • Bonus structure with uncapped sales commissions
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun company events; “Flamping”, curling, rock climbing and many others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.