Team Lead, Support Engineering

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.

FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflows—transforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale. 
 
Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alon