Technical Support Engineer - Part-Time Contractor

The Opportunity

At Flatfile, we’re creating beautiful, human-centric experiences to remove the barriers between people and data. We’re automating every repetitive and painstaking process involved in teaching machines what data is and where it should go.

As a Technical Support Engineering Contractor, you’ll be responsible for supporting customers located in Pacific Time Zones. You’ll take in inquiries ranging from sales questions to product best practices. As a technical expert on our customer-facing team, you’ll be the go-to for complex problems with customer code. You’ll also dig into our product code to really understand the ins and outs of how Flatfile works. You will use internal and external resources to come up with creative solutions for current and future customers, all the while maintaining exceptional customer satisfaction. Working together with our Engineering and Customer Success teams is necessary, and you will be asked to collaborate daily.

Role Details:

• Position Type: Part-time Contractor
• Must be able to work between 1:00 - 5:00 PM Pacific Time, Monday through Friday.
• Location & Availability Requirements: Must be located within the Pacific Time Zone or Mountain Time Zone.
• Language Requirements: Must be fluent in English, with exceptional written communication skills.
• Pay Rate: $38-58 per hour, depending on experience.
• Expected Quantity of Hours: Up to 20 hours per week

What you’ll do:

• Respond to inbound customer requests via chat, email, and Slack using Front to integrate all communication channels.
• Troubleshoot and resolve complex technical problems involving Flatfile's APIs, SDKs, and customer code.
• Create reusable code examples for Flatfile, serving as a primary resource for our customers.
• Collaborate closely with the engineering team to expand your product knowledge, manage product bugs, and forward feature requests.
• Document technical issues and their resolutions in our internal knowledge base.
• Provide technical mentorship within the support team to maintain high standards of support quality.

Required experience:

• At least 2 years of experience in technical customer support or a similar role interacting directly with customers to resolve complex issues.
• 3 years of experience working with JavaScript.
• Fluency in English, with exceptional written communication skills.
• In-depth knowledge of software development best practices and API utilization.
• Proficiency in documenting technical details and concepts in a manner that is understandable for all levels of end-users.
• A customer-first approach, with a track record of delivering superior service.
• Experience using Slack, Zoom, Gsuite, and at least one customer communication platform such as Front, Intercom, Freshdesk, etc.
• Prior experience in an early-stage or rapidly growing startup is preferred.