Support Engineer

As a Support Engineer at Flowhub, you'll be responsible for providing timely and effective technical support to customers and partners across various channels. This includes troubleshooting application and software issues, leveraging your SQL skills for database analysis, working with APIs, and monitoring systems to ensure operational stability. You'll also be tasked with maintaining detailed documentation and collaborating with cross-functional teams to resolve complex problems.

To qualify for the Support Engineer position at Flowhub, candidates should possess a minimum of 3 years of experience in customer and application support roles. Hands-on experience with SQL and APIs is essential, as well as strong analytical and problem-solving skills. Excellent communication abilities are critical to articulate technical concepts to non-technical users. Familiarity with monitoring tools and prior experience in SaaS environments are also preferred.

At Flowhub, your growth and development are significant to us. As a Support Engineer, you will have opportunities for training, skill development, and cross-team collaboration. By sharing information and participating in skills training sessions, you'll continuously broaden your expertise in technical areas that are vital to our mission.

Support Engineers at Flowhub will engage with various technologies, including SQL for database queries, APIs for integration tasks, and monitoring tools to ensure system health. Knowledge of scripting languages like Python or JavaScript for automation, as well as experience with Git for source control, will enhance your effectiveness in this role.

The starting salary for the Support Engineer role at Flowhub ranges between $70,000 and $80,000, depending on factors like skills, experience, and geographic location. Additionally, the role offers equity and a comprehensive benefits package, ensuring a rewarding compensation structure for our team members.

When answering this question, share specific examples of how you've used SQL to troubleshoot issues or perform data analysis in past jobs. Highlight your ability to write complex queries and how this skill has helped you support customers effectively, potentially improving their user experience.

To answer, demonstrate your understanding of effective prioritization by discussing the criteria you use, such as impact, urgency, and customer needs. Share instances that showcase your ability to manage multiple requests while maintaining high standards of customer service and communication.

Provide examples of how you break down complex concepts into simpler terms when speaking with non-technical users. Emphasize your ability to use analogies, visuals, and practical examples to ensure understanding while maintaining empathy and patience.

Be ready to detail a specific technical challenge you encountered and the systematic approach you took to analyze and resolve it. Highlight your troubleshooting process, tools you utilized, and any collaboration with team members that contributed to a successful resolution.

Discuss your commitment to continuous learning, such as attending webinars, taking online courses, reading industry articles, and participating in professional forums. Mention specific resources that help you stay informed and how you can apply new knowledge to enhance your role at Flowhub.

Share specific experiences where you worked with APIs, focusing on how you integrated them or resolved related issues. Discuss any tools or methods you've used to ensure they operate smoothly and how you use this knowledge to support customers effectively.

Talk about the monitoring tools you're familiar with and how you've leveraged them to maintain system health. Explain your proactive approach to identifying potential issues before they escalate, and give examples of how you've applied this monitoring in previous roles.

Highlight the critical nature of documentation in your past positions. Discuss how keeping detailed records of customer interactions, technical issues, and resolutions helps improve service consistency and quality, also aiding in knowledge transfer amongst team members.

Explain your perspective on feedback as an essential part of personal and professional growth. Share a specific example where you utilized customer feedback constructively to improve service or resolve a recurring issue, demonstrating your commitment to customer satisfaction.

Convey your passion for the cannabis industry and how Flowhub’s vision aligns with your career goals. Emphasize your excitement to impact the industry positively while utilizing your technical skills to enhance customer experiences at a forward-thinking company.