Technical Support Engineer

About the role

The Technical Support Engineer team at Fin is seeking an experienced individual to join our dynamic support team. With a mission to help businesses deliver impeccable, always-on customer support, Fin's AI Customer Agent is designed to resolve complex issues end-to-end across various channels. This role requires a strong combination of technical support experience and web development skills, with the opportunity to deeply engage with customers and product teams.

Responsibilities

• Communicate efficiently and effectively with customers, using Fin's own product for support and occasionally making outbound phone calls.
• Owning customer communications and issues from initial contact until resolution.
• Become an encyclopedia of knowledge about how Fin works and its capabilities.
• Ensure all customers have a great experience with the product, focusing on making it easy to use, reliable, bug-free, and fast.
• Work directly with product teams to identify and solve current issues, synthesizing customer feedback to offer informed opinions on potential solutions.
• Debug complex issues with a deep understanding of both Fin's codebase and the technologies used by our customers.
• Create tools to increase the efficiency and effectiveness of the team and its processes.
• Influence the direction of the Fin product through continuous communication with customers and collaboration with product teams.

Qualifications

• 1-2 years of technical support experience.
• Understanding of Web development basics (HTML, JavaScript, CSS), Git, Ruby, Rails, APIs.
• Understanding of REST API, SDKs & Webhooks.
• Strong understanding of tech fundamentals and modern tools (Slack, Chrome, Coda, Asana, etc.).
• Strong customer focus and ability to excel at helping customers.
• Strong communication skills, including questioning, clarifying, and empathizing.
• Strong problem-solving skills, including the ability to think critically and learn on-the-fly.
• Ability to troubleshoot and utilize resources to answer questions on baseline topics.
• Ability to take on and act on feedback.
• Excitement for a support environment that experiments with workflows and automation to drive efficiency.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews.
• Flexible paid time off policy.
• Paid parental leave program.
• 401(k) plan & match.
• Stock in the form of Restricted Stock Units (RSUs).
• Corporate bonus program or sales incentives (target included in OTE).
• Hybrid working policy with expectations to be in the office at least three days per week.
• Radically open and accepting culture.
• Equal employment opportunity policy.