Support Engineer

Flex is a company focused on simplifying HSA and FSA payments for health and wellness brands. They are seeking a Support Engineer to help scale their support function, resolve merchant and customer issues, and contribute to building support systems from the ground up.

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 (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 over time

Requirements:

• Foundational understanding of APIs, JSON, Postman, and Retool
• Strong written communication skills
• Customer-first mindset
• Ability to take initiative and thrive in fast-paced, scrappy environments
• Excitement to wear many hats and build something from scratch