{"id":3303859,"url":"https://alion.io/job/flex-support-engineer","title":"Support Engineer","company":{"id":1797378,"name":"Flex","domain":"withflex.com","url":"https://alion.io/company/withflex","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":105000,"max":125000,"currency":"USD","period":"year","gross":null,"usd_annual":125000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Metabase","optional":false},{"name":"Postman","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:00:08Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T07:08:50Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Flex\nFlex was founded to solve a simple but costly problem: making it easy for health and wellness brands to accept HSA and FSA payments online. For years, most merchants lacked the infrastructure to process these payments at checkout, leaving customers to deal with frustrating reimbursement paperwork instead.\nOur technology verifies product eligibility in real time, handles split payments for eligible and non-eligible items, and can even issue Letters of Medical Necessity during checkout. With $150 billion in annual HSA/FSA spending potential, we're giving brands the tools to unlock new revenue and making it easier for consumers to use the benefits they've earned.\nAbout the Role\nWe're hiring a Support Engineer to help scale our support function as we grow. You'll be joining a small but growing Support Engineering team embedded within Engineering, working at the intersection of customer-facing support and technical problem solving. This role blends hands-on merchant and customer support with real engineering work - building internal tooling, automating workflows, and partnering closely with the broader Engineering team to ship fixes and improve our systems.\nThis role is perfect for someone who loves solving problems, thrives in ambiguity, and is excited about building foundational support infrastructure at an early-stage startup.\nWhat you'll do\nTriage and respond to daily merchant and customer tickets via Slack and Pylon\n\nEnsure we meet SLA targets and maintain a high bar for customer satisfaction\n\nDeliver clear, thoughtful, and technically sound responses across internal and external communications\n\nWork closely with Engineering, Product, and Operations teams to unblock support issues and escalate bugs or system issues\n\nContribute to internal tooling using Retool, Metabase, and SQL to help automate workflows and reduce support friction\n\nCollaborate on internal projects to help the Support team scale efficiently as we grow (e.g., bulk editing workflows, data validation tools, process documentation)\n\nEnsure the broader internal team has the tools and visibility they need to deliver a great customer experience\n\nPartner with Engineering to test new product functionality, edge cases, and backend fixes before rollout\n\nBuild and maintain internal documentation for support workflows, product edge cases, and tooling tips\n\nHelp define and improve tagging, categorization, and data structure for tickets to power better reporting and insights over time\n\nWho You Are\nYou have a foundational understanding of APIs, JSON, Postman, and Retool\n\nYou're curious, resourceful, and comfortable picking up technical tools on the fly\n\nYou have strong written communication skills and a customer-first mindset\n\nYou take initiative and thrive in fast-paced, scrappy environments\n\nYou're excited to wear many hats and aren't afraid to build something from scratch\n\nWhy Join Flex\nWork directly 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