FloQast

Compensation

Full Description

Job Description: • Lead a specialized team of Technical Support Engineers dedicated to unblocking customers facing complex technical issues across the FloQast Accounting Transformation Platform. • Drive talent strategy for specialized team(s), including hiring, onboarding, 1:1 meetings, QA reviews, annual reviews, performance coaching, career development, SME assignments, and overall team design. • Maintain deep technical proficiency in assigned Solution(s), staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team. • Regularly participate in customer-facing and customer-adjacent activities, including strategically significant tickets or projects, high-priority escalations, and an ongoing elastic capacity to step into the queue to ensure consistent coverage. • Leverage technical tools such as session replay, log analysis, and API clients (e.g., Postman) to perform deep-dive troubleshooting, and leverage internal admin tools (Super) to execute CRUD operations in the database. • Own key Support metrics and queue health by monitoring ticket volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions. • Act as a technical liaison between Support and Engineering on defects of all severities, advocating for customer impact and owning internal/external communications. • Drive operational excellence by identifying and owning process improvements, such as AI initiatives, software administration/optimization, implementation of new systems or processes, curation of knowledge base and enablement assets, release-readiness campaigns, and data insights. • Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators. • Lead or contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals. Requirements: • 4+ years of functional experience in Technical Support, IT, or a related technical field. • 1-4 years of people management experience. • Demonstrated success in managing individual contributors in highly technical roles. • Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features. • Proven ability to balance long-term strategic initiatives with day-to-day operational leadership. • Experience partnering with cross-functional stakeholders on both technical escalations and proactive initiatives. Benefits: • Medical • Dental • Vision • Family Forming benefits • Life & Disability Insurance • Unlimited Vacation