Customer Support Engineer - Low-Code Workflow (Hybrid)

BizFlow; West Falls Church (VA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

BizFlow is seeking a Customer Support Engineer in Falls Church, VA. This full-time role focuses on hands-on support for our low-code workflow software, troubleshooting across servers, platforms, and REST APIs, and delivering professional customer communications.

You will coordinate with R&D, Solutions, and Professional Services to resolve issues, maintain runbooks, and improve workflows using BizFlow M. A strong ITIL background and careful problem solving are essential.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.
• 2+ years in customer support or technical support for enterprise software.
• Familiarity with ITIL framework and structured support processes.
• Experience supporting on-premise applications, including server-level troubleshooting.
• Excellent written and verbal communication tailored for technical and executive audiences.
• Experience with Zendesk.
• Knowledge of HTML/CSS/JavaScript, REST APIs, and SQL for troubleshooting.
• Ability to collaborate with R&D/Product, Solutions, and Professional Services.
• Strong troubleshooting and analytical skills.
• Ability to communicate technical concepts to non-technical users.
• Ability to work independently and in cross-functional teams.
• Customer relationship-building abilities.
• Fast learner, new tools/workflows.
• Team-oriented mindset and service-first attitude.
• US Citizen or Permanent Resident.

Responsibilities

• Manage the full ticket lifecycle (intake → triage → resolution → closure) per ITIL-based processes.
• Troubleshoot on-premise platform apps, server environments, and integrations with diagnostics.
• Work with Windows and Linux servers; review services, logs, and performance metrics.
• Support web technologies, REST APIs, SQL queries, and configurations for troubleshooting.
• Collaborate with R&D/Product, Solutions, and Professional Services to resolve issues.
• Provide clear, professional customer communications and incident summaries.
• Maintain runbooks, troubleshooting guides, and knowledge base articles.
• Enhance support workflows using BizFlow M low-code capabilities.
• Monitor system health and identify recurring issues and risks.
• Provide status updates and executive briefings in business terms.
• Drive continuous improvement with post-incident reviews and RCA.

Skills

ITIL knowledge

Troubleshooting

Technical communication

Server administration

Cross-functional collaboration

Education

Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline

Tools

Zendesk

REST APIs

SQL

Windows/Linux

Job description

BizFlow is seeking a Customer Support Engineer in Falls Church, VA. This full-time role focuses on hands-on support for our low-code workflow software, troubleshooting across servers, platforms, and REST APIs, and delivering professional customer communications.

You will coordinate with R&D, Solutions, and Professional Services to resolve issues, maintain runbooks, and improve workflows using BizFlow M. A strong ITIL background and careful problem solving are essential.