Support Engineer at Flex in Remote

Summary: 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 Required Qualifications: - 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 Required Skills: APIs, SQL, Retool Important Skills: JSON, Postman Nice-to-Have Skills: Customer-first mindset Benefits: Equity compensation with competitive salary., Medical, dental, and vision plans., Unlimited PTO and sick days., Paid parental leave., Flexible, remote-first team with quarterly in-person meetups.