Customer Support Engineer (Low-code Workflow Software)

TechStrat Ltd.; Falls Church (VA); Hybrid; USD 65,000 - 85,000; Full time

Job summary

TechStrat Ltd. is seeking a Customer Support Engineer in Falls Church, VA. This full-time role focuses on providing hands-on technical support for low-code workflow software. You will manage full ticket processes, troubleshoot server issues, and collaborate with R&D teams to enhance customer satisfaction. Ideal candidates have a Bachelor's degree in Computer Science and 2+ years of relevant experience. Strong communication skills and familiarity with ITIL best practices are essential for this position, which also offers partial telework flexibility.

Qualifications

• 2+ years in customer support, technical support, or client enablement for enterprise software.
• Familiarity with ITIL framework and structured support processes.
• Experience supporting on-premise applications, including server-level troubleshooting.
• Demonstrated excellence in polished customer communications to both technical and executive audiences.

Responsibilities

• Manage the full ticket lifecycle in alignment with ITIL-based support processes.
• Troubleshoot issues across on-premise platform applications and server environments.
• Support web technologies, REST APIs, SQL queries, and system configurations.
• Collaborate with R&D Product and Professional Services teams to reproduce defects and support deployments.

Skills

Customer support

Technical support

Troubleshooting

Analytical skills

Communication skills

Education

Bachelor's degree in Computer Science or related discipline

Tools

Zendesk

Job description

Customer Support Engineer (Low-code Workflow Software)

Location: Falls Church, VA (on‑site in office, with partial telework flexibility)

Full‑Time | Permanent

Are you a fast learner who thrives in a collaborative environment and loves helping others with technology? BizFlow is seeking a proactive and technically skilled Customer Support Engineer to provide hands‑on support for our platform‑based applications. This role focuses on troubleshooting, technical analysis, and resolving customer issues in alignment with ITIL best practices.

What You’ll Do:

Manage the full ticket lifecycle (intake → triage → resolution → closure) in alignment with ITIL‑based support processes, ensuring timely and accurate resolutions.

Troubleshoot issues across on‑premise platform applications, server environments, integrations, and legacy systems—performing detailed diagnostics, log analysis, and root‑cause investigations across application, middleware, and server layers.

Work hands‑on with Windows and Linux servers, reviewing services, configurations, logs, and performance metrics to identify and resolve system‑level issues.

Support web technologies, REST APIs, SQL queries, and system configurations to analyze failures, validate behaviors, and assist with environment‑specific troubleshooting.

Collaborate with R&D Product, Solutions, and Professional Services teams to reproduce defects, validate product behaviors, support deployments/upgrades, and assist with customer‑specific configurations.

Prepare clear, professional customer‑facing communications—including status updates, technical explanations, and incident summaries—tailored for technical and non‑technical audiences.

Maintain internal technical resources such as runbooks, troubleshooting guides, and knowledge base articles to ensure accurate and up‑to‑date documentation.

Enhance and streamline support workflows using low‑code/no‑code capabilities within BizFlow M—building automations, routing logic, and templates to improve support efficiency.

Monitor system health metrics to identify patterns, recurring issues, and risks, contributing to continuous improvement efforts across tools, processes, and support practices.

Provide status updates, incident reports, and executive briefings that translate technical details into clear business language.

Essential Qualifications:

Education: Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.

2+ years in customer support, technical support, or client enablement for enterprise software.

Familiarity with ITIL framework and structured support processes.

Experience supporting on‑premise applications, including server‑level troubleshooting.

Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences.

Experience with modern ticketing systems (e.g., Zendesk).

Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues.

Strong troubleshooting, analytical, and diagnostics skills to investigate, analyze, and resolve technical issues efficiently.

Demonstrated ability to communicate technical concepts to non‑technical users in both written and verbal forms.

Proven ability to work independently and collaboratively in agile or cross‑functional teams.

Excellent customer relationship‑building abilities.

Quick learning ability—you’re comfortable picking up new tools, workflows, and platforms.

A team‑oriented mindset, you work well with others, communicate clearly, and contribute positively.

A service‑first attitude—you thrive in customer‑facing situations and enjoy helping people solve technical challenges.

Preferred Qualifications:

Experience supporting low‑code platforms and process/workflow automation in enterprise environments.

Proficiency using Zendesk to manage CS tickets and run reports.

Familiarity with secure configuration, vulnerability remediation, and compliance best practices in federal contexts.

Skill building clear runbooks and customer‑facing release/incident communications.

BizFlow is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.