Support Engineer at Withflex

Withflex

United States·2d ago

Mid LevelFull-timeRust

Salary Range

$102,000 - $138,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Support Engineer to join Flex, a company that helps health and wellness brands accept HSA and FSA payments online. This role will be instrumental in scaling our support function as we grow, resolving merchant and customer issues, and building foundational support infrastructure.

Key Responsibilities

→Triage and respond to daily merchant and customer tickets via Slack and Pylon
→Ensure we meet SLA targets 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 help automate workflows and reduce support friction
→Collaborate on internal projects to help the Support team scale efficiently as we grow
→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 over time