Flex is seeking a Support Engineer to be the first hire under the founding Support Engineer, playing a key role in scaling the support function. This position involves resolving merchant and customer issues, owning internal tooling, and helping build scalable support systems from the ground up.
What You'll Do
- Triage and respond to daily merchant and customer tickets via Slack and Pylon.
- Ensure SLA targets are met and maintain a high bar for customer satisfaction.
- Deliver clear, thoughtful, and technically sound responses across internal and external communications.
- Work closely with Engineering, Product, and Operations teams to unblock support issues and escalate bugs or system issues.
- Contribute to internal tooling using Retool, Metabase, and SQL to automate workflows and reduce support friction.
- Collaborate on internal projects to help the Support team scale efficiently (e.g., bulk editing workflows, data validation tools, process documentation).
- Ensure the broader internal team has the tools and visibility they need to deliver a great customer experience.
- Partner with Engineering to test new product functionality, edge cases, and backend fixes before rollout.
- Build and maintain internal documentation for support workflows, product edge cases, and tooling tips.
- Help define and improve tagging, categorization, and data structure for tickets to power better reporting and insights.
What We're Looking For
- Foundational understanding of APIs, JSON, Postman, and Retool.
- Strong written communication skills and a customer-first mindset.
- Take initiative and thrive in fast-paced, scrappy environments.
Technical Stack
- APIs, JSON, Postman, Retool
- SQL, Slack, Pylon, Metabase
Team & Environment
You will be the first hire under the founding Support Engineer, working closely with Engineering, Product, and Operations teams, and reporting directly to the Founding Support Engineer.
Benefits & Compensation
- Equity compensation with competitive salary.
- Medical, dental, and vision plans.
- Unlimited PTO and sick days.
- Paid parental leave.
- Flexible, remote-first team with quarterly in-person meetups.
Work Mode
This is a remote-first role.
Flex is an equal opportunity employer and encourages applicants from all backgrounds and life experiences. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sexual orientation, gender identity, gender expression, age, veteran status, disability status, or any other legally protected characteristic.
