Senior Customer Support Engineer

Senior Customer Support Engineer LocationRemote in the United StatesEmployment TypeFull timeLocation TypeRemoteDepartmentCustomer Support & OperationsFlashpoint is the pioneering leader in threat data and intelligence. We empower commercial enterprises and government agencies to decisively confront complex security challenges, reduce risk, and improve operational resilience amid fast-evolving threats. Through the Flashpoint Ignite platform, we deliver unparalleled depth, breadth and speed of data from highly relevant sources, enriched by human insights. Our solutions span cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection. The result: our customers safeguard critical assets, avoid financial loss, and protect lives. Discover more at flashpoint.ioAre you an experienced Customer Support Engineer who loves taking a tough problem, digging in, and figuring it out yourself? Flashpoint is looking for a Senior Customer Support Engineer to join our Application Support team in the United States. If you enjoy untangling complex technical issues, exploring APIs and new AI tooling, and being part of a collaborative, globally distributed team, we have a role for you. Our customers use our solutions to protect their people, places, and assets, and when something isn't working, you're the person who gets them back on track. This isn't a read-from-the-script support role. Our product moves fast, new releases ship weekly, and emerging tech shows up before the documentation does.We have a role for you if, you:owned complex technical cases end to end, replicating issues, tracing root causes, and independently finding solutionsread API documentation cold and use it to diagnose a customer's integration issue, whether with Postman, curl, or the browser dev toolsconfidently navigate unfamiliar technology, like an LLM-powered features or an MCP server, and figured out how it works through hands-on experimentationdistill complex customer feedback into clear, actionable defect reports that engineering could prioritize immediatelyturn recurring customer questions into knowledge base articles that reduced future ticket volumesupport enterprise SaaS customers and know how to communicate clearly with both business users and technical teamshave experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protectionWhat you will get to do on our team:Take ownership of customer cases through our ticketing system, web meetings, and phone, working each one until you understand itTroubleshoot and resolve complex product, data, and integration issues, including APIs, SAML/SSO, and AI-powered featuresReplicate reported defects, isolate root causes, and hand engineering actionable reports when escalation is neededBecome a product expert as Flashpoint ships new capabilities, staying ahead of enhancements, new features, and emerging toolingShare knowledge as trends appear in customer requests, creating articles for the Flashpoint Help CenterMonitor work queues to maintain balanced workloads and hit turnaround standards ensuring qualityPartner with Customer Success Managers to help customers focus on the threats that matter and make smarter security decisionsWhat you will achieve:Within 30 days:You will have learned Flashpoint's vision, mission, strategy, and culture, and met key stakeholders across the organizationYou will have completed training on our product offerings and how we support our customersYou will have shadowed live cases and started building your troubleshooting playbookWithin 60 days:You will have completed training across all products and services and started working incoming requests independentlyYou will have resolved your first complex cases end to end, including issues involving APIs and integrationsBy 90 days:You will be independently troubleshooting, replicating, and resolving functionality issues, escalating only...