Tier 2 Technical Support Engineer - name

Floorzap is an innovative new software that is revolutionizing the flooring and remodeling industries. Our founders are experts with a long history in the flooring and software engineering fields.

We are an innovative SaaS company with a product focused on the remodeling business. We are a service to help service businesses. We provide comprehensive solutions to the industry.

Job Summary

The Technical Support Engineer takes escalated issues from the Support Technician and drives them to a reproduced, dev-ready conclusion — finding the root cause, reproducing bugs in a test site, and triaging what gets routed to Engineering.

Responsibilities

Primary responsibilities include but are not limited to the following:

• Triage escalated bugs and feature requests, and route them to Engineering.
• Investigate the root cause of issues using the database, logs, Sentry, and AI tooling.
• Configure & reproduce confirmed bugs in a clean test site.
• Document escalations to the Development Write-Up Standard.
• Help customers resolve data and configuration issues.
• Partner with Engineering and Product, and support the team in Slack.
• Help improve support workflows, tooling, and standards.

Qualifications

• Strong technical aptitude and curiosity for how software works.
• Comfortable working with data, logs, and error messages; basic SQL or able to learn it quickly.
• Methodical, persistent problem-solving.
• Sound technical judgment and the ability to prioritize.
• Use of AI tooling effectively without over-relying on it.
• Clear written communication; documents defects so anyone can reproduce them.
• Collaboration well across Support, Engineering, and Product.

Nice to Have

• QuickBooks Online (QBO) knowledge
• Intercom experience
• Flooring industry experience

Success Metrics