Customer Support Engineer (Low-code Workflow Software)

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

Customer Support Engineer (Low-code Workflow Software)

Location: Falls Church, VA(on-sitein office,with partial telework flexibility)

**Full-Time | Permanent

Salary Range:**
$60,000.00 ~ $90,000.00

Are you a fast learner who thrives in a collaborative environment and loves helping others with technology?BizFlow is seeking aproactive andtechnically skilled Customer Support Engineer to provide hands‑on support for our platform‑basedapplications. This role focuses on troubleshooting, technical analysis, and resolving customer issues in alignment with ITIL best practices. The ideal candidate is a fast learner who thrives in collaborative environments, enjoys problem‑solving, and is comfortable working across servers, applications, and mixed‑architecture environments.The CS Engineer willcoordinate closely with our R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step.Ifthis resonates with you, we’dlove foryou to apply!

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.

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

• Champion low‑code/no‑code support, using BizFlow M to streamline support workflows (automations, routing, templates) and reduce time‑to‑resolution.

• Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases.

• Monitor system & service health: track patterns, elevate risks, and coordinate mitigations ahead of customer impact.

• Drive continuous improvement: post‑incident reviews, root‑cause analysis, and process updates across tools and workflows.

EssentialQualifications:

• 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 supportingon-premiseapplications, 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).

• Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting.

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

• Strong troubleshooting, analytical, and diagnosticskillsto 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‑orientedmindset,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.

• US Citizenor Permanent Resident.

PreferredQualifications:

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

• Proficiency usingZenDeskto 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.

Why join us:

You’ll be part of a mission‑driven team where your growth is supported, your ideas are welcome, and your work makes a direct impact. Whether you’re configuring apps, supporting users, or automating workflows with no‑code tools, you’ll be learning and contributing every day.

BizFlowis a dynamic leader in digital transformation, empowering organizations through innovative low‑code/no-code solutions that streamline operations, accelerate efficiency, and drive real business results. With over two decades of success, BizFlow has earned a reputation for delivering intelligent process automation, workflow optimization, and enterprise solutions to both government and commercial clients.

At BizFlow, we’re more than a technology company—we’re a team of passionate problem‑solvers, creative thinkers, and collaboration champions. Our flagship platform,BizFlow M, helps customers build, enhance, and automate business processes with ease—no heavy coding required. Whether it’s simplifying procurement, optimizing HR workflows, or transforming customer service, BizFlow delivers results with speed and precision.

We’re proud of ourinclusive, supportive, and innovative culture—one where every team member is empowered to share ideas, grow their skills, and make a meaningful impact. From day one, you’ll be welcomed into a collaborative environment that values curiosity, continuous learning, and a strong sense of purpose.

If you’re looking for a place where your voice is heard, your work is valued, and your growth is a priority,BizFlow is the place for you. Join us and help shape the future of digital transformation—one process at a time.

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.