As a Team Lead, Support Engineering at FloQast, you will lead a specialized team dedicated to delivering exceptional technical support for FloQast customers across the Accounting Workflow Automation Platform. Like all roles on the FloQast Support team, this is a hands-on leadership position. You will report to a Manager or Director of Support Engineering and run your team with a high degree of autonomy, balancing your time between hands-on work and people management, ensuring you remain a primary resource for your team while mentoring Technical Support Engineers to unblock customers effectively.
Responsibilities
Lead a specialized team of Technical Support Engineers dedicated to unblocking customers through troubleshooting and technical administrative and configuration work across the FloQast Accounting Workflow Automation Platform.
Own talent strategy for the team, including hiring, onboarding, training, 1:1 meetings, annual reviews, performance coaching, and career development.
Oversee the team's work and collaborate asynchronously with US colleagues and leadership.
Build and optimize processes such as routing work between teams, and drive improvements through AI, tooling, documentation, and data insights.
Maintain strong proficiency in the FloQast platform, staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team.
Remain hands-on with the team's work, including configuration requests, focusing your bandwidth where it can best help customers and the team.
Leverage internal admin tools (Admin Portal) to execute CRUD operations in the database.
Track and report on key Support metrics and queue health, including request volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions.
Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators.
Contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals.
What You'll Bring
5+ years of functional experience in Technical Support, IT operations, or a related technical field, or equivalent experience.
2+ years of people management experience, including hiring and onboarding.
Demonstrated success in managing individual contributors in technical roles.
Demonstrated ability to lead a team independently.
Strong written communication skills and experience working with colleagues globally across multiple time zones.
Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features.
Proven ability to balance long-term strategic initiatives with day-to-day operational leadership.
Experience partnering with cross-functional stakeholders on both operational initiatives and proactive improvements.
Nice to Haves
Relevant experience with the FloQast platform or comparable B2B fintech products.
Degree in Business, IT, Computer Science, Accounting, Finance, or a related field.
Professional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields.
Experience building or scaling a new team.
Expertise and/or certifications in Zendesk administration.
Familiarity with support automation strategies and AI support tools.
Familiarity with tools like Jira, Grafana, and Highspot, and with AI tools such as Claude, ChatGPT, other LLMs, and specialized support AI tooling.
Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally.
Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion.
Skills Required
- 5+ years of functional experience in Technical Support, IT operations, or a related technical field, or equivalent experience
- 2+ years of people management experience, including hiring and onboarding
- Demonstrated success managing individual contributors in technical roles
- Ability to lead a team independently
- Strong written communication skills and experience working with colleagues globally across multiple time zones
- Strong technical aptitude and ability to quickly master complex, evolving products
- Ability to balance long-term strategic initiatives with day-to-day operational leadership
- Experience partnering with cross-functional stakeholders on operational initiatives and proactive improvements
- Experience with the FloQast platform or comparable B2B fintech products
- Degree in Business, IT, Computer Science, Accounting, Finance, or a related field
- Professional experience or familiarity with Accounting, Internal Audit, External Audit, Compliance, or Finance principles
- Experience building or scaling a new team
- Expertise or certifications in Zendesk administration
- Familiarity with support automation strategies and AI support tools
- Familiarity with Jira, Grafana, Highspot, Claude, ChatGPT, LLMs, and specialized support AI tooling
- Experience supporting employees across distributed offices or remote locations, domestically or internationally
- Exposure to Sales or Customer Success methodologies that enhance retention and expansion
FloQast Compensation & Benefits Highlights
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Healthcare Strength — Health insurance is portrayed as comprehensive with multiple plan choices, including options that are fully employer-paid. Coverage quality is frequently described as strong.
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Leave & Time Off Breadth — Time off is highlighted through generous or flexible PTO and company-wide recharge/Catch-Up Days. These programs are positioned to support work-life balance.
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Parental & Family Support — Family-forming programs and paid parental leave are emphasized. Additional supports such as adoption assistance and unique new‑parent perks are noted.
FloQast Insights
What We Do
By automating and streamlining common accounting workflows to make them more efficient, FloQast is where accounting teams want to work so they can focus on what matters most, even when that’s just logging off on time. Whether automating reconciliations, documentation requests, or streamlining recurring accounting processes, such as the month-end close, financial reporting, or payroll, FloQast's platform enhances the way accounting teams already work to help them operate more efficiently.
Why Work With Us
Our cloud-based, AI-enhanced software is trusted by more than 3,000 accounting teams, including those at Twilio, Gong, Instacart, and The Golden State Warriors - and still growing! We aspire to forever elevate accounting and improve both the practice and perceptions of the profession.
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FloQast Teams
FloQast Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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