Support Specialist – Level 2

Location: Remote, Canada or US

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform.

TL;DR: We are a bunch of geeks who help protect our clients' data (and people in their network) by locating cyber risks.

As a Level 2 Support Specialist at Flare, you take ownership of escalated customer issues and play a key role in ensuring complex problems are resolved efficiently and professionally. You are a trusted technical advisor to customers and a subject matter expert within the Support team.

Your purpose and impact:

Your mission, should you choose to accept it, is to deliver exceptional technical support for high-impact issues while improving support processes, customer confidence, and internal knowledge sharing.

What you’ll be doing:

• Own and resolve escalated customer issues that require advanced investigation and technical expertise.
• Perform deep-dive troubleshooting to identify root causes and prevent recurrence of known issues.
• Communicate clearly and proactively with customers throughout the lifecycle of complex cases.
• Reproduce issues and validate bugs before escalating to Engineering, ensuring high-quality handoffs.
• Analyze support trends and own Zendesk Explore to identify opportunities for process improvements and self-service enablement.
• Contribute to continuous improvement initiatives across Support, Product, and Customer Experience.
• Collaborate closely with Product and Engineering teams to advocate for customer needs and improvements.
• Provide customers with clear explanations, timelines, and workarounds to maintain trust during investigations.
• Create and maintain support documentation, internal playbooks, and known-issue references.
• Support the onboarding, training, and ongoing enablement of Level 1 Support Specialists.

You’ll be a perfect fit if you have:

• 5+ years of experience in SaaS customer support, cybersecurity, or technical customer-facing roles.
• Experience using Zendesk, Slack, Google and using AI in practical support automation.
• Strong understanding of cybersecurity fundamentals and SaaS platforms.
• Demonstrated ability to manage complex customer issues with professionalism and empathy.
• Experience troubleshooting technical systems, analyzing data or logs, and validating product behavior.
• Comfort working with technical concepts such as APIs, integrations, or platform configurations.
• Strong written documentation skills and attention to detail.
• Ability to explain technical concepts to both technical and non-technical audiences.
• A collaborative mindset and passion for helping others succeed.
• French fluency, written and verbal (preferred).

What it’s like to be part of Flare:

You will find a people-first company where work-life balance is valued. You’ll receive:

• Competitive salary
• Bonus structure
• Stock options
• Health coverage/insurance
• Flexible, work from anywhere
• Unlimited vacation
• Fun company events; “Flamping”, curling, rock climbing and many others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.