Support Engineer
Resolve technical issues, build internal tools, and scale support systems for merchants and customers.
Engineering
Remote
Full-time
$XK - $XK
About Flex
Flex is transforming how people use their HSA and FSA funds. We work directly with merchants to make health-related purchases seamless for customers — without the reimbursement headache. We’re a seed-stage, YC-backed startup with a big mission: make healthcare spending effortless, transparent, and compliant.
About the role
We’re hiring a Support Engineer to help scale our support function as we grow. You’ll be the first hire under our founding Support Engineer, and you’ll play a key role in resolving merchant and customer issues, owning internal tooling, and helping build scalable support systems from the ground up.
This role is perfect for someone who loves solving problems, thrives in ambiguity, and is excited about building foundational support infrastructure at an early-stage startup.
What you’ll do
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
Who You Are
You have a foundational understanding of APIs, JSON, Postman, and Retool
You’re curious, resourceful, and comfortable picking up technical tools on the fly
You have strong written communication skills and a customer-first mindset
You take initiative and thrive in fast-paced, scrappy environments
You’re excited to wear many hats and aren’t afraid to build something from scratch