Back to jobs

Associate Customer Support Engineer

Are you an experienced Customer Support Engineer that enjoys being part of a global team that is passionate about providing technical assistance and delivering exceptional support to customers, ensuring their satisfaction and success in utilizing data, products and services? 

Flashpoint 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.io

We have a role for you if

  • You have critical thinking and problem-solving skills with the ability to diagnose and troubleshoot technical issues
  • You have great communication skills, both written and verbal, with the ability to disseminate clear and appropriate information to both business and technical audiences
  • You have a customer-focused mindset with a commitment to delivering high-quality service and building customer trust
  • You have a strong work ethic, can-do attitude, with the ability to work effectively with minimal daily oversight in an on-demand environment
  • You have the ability to develop a deep understanding of SaaS applications features and functionality
  • You can provide and document knowledge in the form of knowledge base articles
  • You are familiar with cybersecurity, cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection

What you will get to do on our team:

  • Provide prompt and efficient technical assistance to our customers through our ticketing system, web meetings or phone  
  • Monitor work queues as needed to maintain balanced workloads and achieve turn-around standards, ensuring quality support 
  • Troubleshoot and resolve customer issues, answer inquiries, and offer guidance on product usage, in a clear and efficient manner
  • Gain product expertise and stay up-to-date on product enhancements, new features, and technical documentation to effectively assist customers 
  • Document customer interactions, including details of inquiries, troubleshooting steps, and resolutions, in our ticketing system
  • Share knowledge as trends appear in customer requests, creating articles for the Flashpoint Help Center
  • Collaborate with internal teams such as Engineering and Product Development to escalate and resolve complex technical issues
  • Deliver great customer service while partnering with our Customer Success Managers to enable customers to focus on threats that matter, make smarter decisions and protect their people, places and assets

What you will achieve 

  • Within 30 days
    • You will have learned about Flashpoint’s vision, mission, strategy and culture
    • You will meet with key stakeholders across the Flashpoint organization
    • You will learn about Flashpoint’s various product offerings
    • You will be provided training on how we support our customers 
  • Within 60 days 
    • You will have completed training on all our products and services
    • You will start working incoming requests and learning more in-depth product features and functionality
  • By 90 days
    • You will have an understanding of functionality troubleshooting, replication and common solutions
    • An ability to handle customer reported defects for features and functionality
    • You will understand your resources and an coordinate internally on integrations and more advanced features
    • You will learn our knowledge management system and contribute to our knowledge base

To be successful in this role, you will need

  • Experience supporting enterprise customers in a technical customer support or specialist role
  • Passionate about working on technical and data related issues
  • Troubleshooting, problem-solving, and critical thinking skills
  • Great client-facing skills, both written and verbal communication skills
  • Experience with standard desktop applications, SAML, APIs and SaaS products
  • Basic understanding of cybersecurity

Base Pay Range: 78,600- 94,000 CAD per year plus bonus

Why Flashpoint is a Great Place to Work:

  • Diversity.  Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and products and services that will change the world.
  • Culture and Belonging.  Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become.  You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more. 
  • Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment.  That’s why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events.
  • Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.

Are you unsure if this role suits you or not? Unsure about the timing? Interested in future opportunities? Stay connected by joining our Talent Network. By doing so, you'll stay updated with Flashpoint news and upcoming career opportunities. Even if you're not ready to apply now, being part of our Talent Network ensures you won't miss out on exciting opportunities in the future.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Preferred or chosen name you wish to be known and have appear throughout the interview process.

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Flashpoint’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.