Job Description

We are seeking an IT Support Engineer Lead to provide front-line technical support to all FloQast employees. As an IT Support Engineer Lead, you will work on the day-to-day setup, support, and troubleshooting of end-user applications. The ideal candidate will be a highly self-motivated technologist who thrives in a fast-paced working environment and who is willing to roll up their sleeves to get the job done.

Responsibilities Include:

+ Provide first and second-line technical support to our employees in the local office and remote locations via various forms of interaction (Email, Slack, Walk-in, Ticketing). + Serves as Tier 3 support. Receives escalated tickets; technically complex mission-critical issues. Maintain ownership of the issue until resolved completely
+ Responsible for driving continuous service improvement in the area of technology-related matters affecting end-user productivity and improving user experience satisfaction
+ QA to ensure that services and tickets are monitored and logged
+ Be accountable for operating the service desk and resolving customer support tickets within SLAs
+ Responsible for overseeing support of all end-user devices, including conference systems (A/V & Web Conference) and applications/software within the corporate environment
+ Provide hardware, software, and network support for heavy Mac and Windows operating environments
+ Demonstrated ability to work autonomously, prioritizing tasks, and making sound decisions while adhering to company policies and procedures, even in high-pressure situations.
+ Act as a lead technical resource, providing direction and assistance to team members. Create advanced technical content, including knowledge base and training materials
+ Perform hardware repairs, upgrades, and migrations
+ Manage employee onboarding and offboarding tasks
+ Proven experience in troubleshooting Meraki networks, including resolving WiFi connectivity issues and switch-related problems to ensure seamless network operations.
+ Participate in the design and implementation of IT initiatives and work collaboratively with cross-functional teams
+ Recommend new solutions and process improvements within the IT team
+ Any other tasks that may be assigned to help the company meet its goals

Required Qualifications:

+ 8 - 10 years of experience in Information Technology, Information Systems, or an equivalent field + Extensive experience working according to processes, incidents, and service requests in a structured support system
+ Handling escalation cases raised by frontline IT Support Engineers and providing guidelines
+ Provide coaching and mentoring to the team
+ Monitoring and improving SLA statistics
+ Working knowledge of Cloud-based applications
+ Effectiveness in utilizing available resources to achieve goals
+ Strong technical support experience building, deploying, and troubleshooting computer systems, hardware, printers, and software
+ Strong ability to utilize the command line and administrative functions of macOS and Windows machines
+ Demonstrated understanding of computer systems, networks, security, telecommunications, databases, and storage systems
+ Working knowledge in the administration and utilization of modern SaaS platforms and applications, notably G-Suite, Zoom, Slack, Azure, JAMF, and Okta
+ Experience using support ticket management systems, such as Zendesk, is a plus
+ Excellent customer service, problem-solving, and analytical skills
+ Ability to work well under tight deadlines, respond to rapidly changing demands, and fulfill efficient follow-ups
+ Strong sense of ownership and urgency with great attention to detail
+ The ability to regularly lift up to 25 kg for duties such as delivering computer hardware, unpacking and moving equipment, etc.

Preferred Qualifications:

+ 8 - 10 years of experience working within an IT team in a hyper-growth environment or startup + Experience supporting an on-site and remote workforce
+ Experience or participation in automation initiatives of the employee onboarding and offboarding process is a plus.
+ A bachelor's degree in the field of Information Technology, Computer Science, and/or relevant industry certification is a plus

About FloQast:
FloQast is the leading Accounting Transformation Platform in accounting workflow automation created by actual former accountants for accountants. By streamlining and modernizing daily accounting tasks, FloQast helps teams collaborate more effectively and complete their work with greater efficiency and precision. This cloud-based, AI-powered software is trusted by over 3,000 accounting teams, including those at Snowflake, Twilio, Instacart, and The Golden State Warriors--and continues to grow. Our mission is to continuously elevate the accounting profession, enhancing both its practice and perception.

By applying for this position, you acknowledge and consent to FloQast's collection, use, processing, and storage of your personal information and application materials in accordance with our privacy policy and applicable law, including, but not limited to, your resume, cover letter, contact information, employment history, references, and any other details or information provided during the application and interview process. Your information may be shared with hiring managers, HR personnel, and other employees involved in the hiring process, as well as authorized third-party service providers who assist with our hiring process. You have the right to access, correct or request the deletion of your personal information at any time. To exercise these rights, or for other questions related to our data practices, please contact us at recruiting@floqast.com. Your consent is voluntary, but please note that providing this consent is necessary for us to process your application and consider you for employment opportunities. For more details, please see our privacy policy at https://www.floqast.com/legal/privacy-policy.





FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.



We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.