Technical Support Specialist

About the role

With the advent of AI, the nature of customer support has changed dramatically—as have the humans who provide it. Our next Technical Support Specialist will be someone who thrives in autonomy, is deeply curious, fluent in AI tools, and holds an extremely high bar not just for themselves, but for their teammates. As a Technical Support Specialist, you'll own complex technical queries around some of our most nuanced features, serve as a point of escalation for your colleagues for the most tricky investigations, consistently provide world-class customer support, collaborate with our customers proactively to help them make the most of our platform, and help drive improvements in product, processes, and peer development. You'll use AI tools alongside your own expertise to handle complex cases efficiently and play a role in shaping a culture of continuous improvement. We ship product updates consistently, so if constant learning excites and energizes you, this environment will suit you well.

Responsibilities

• Communicate efficiently and effectively with our customers—we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Own customer communications and issues from initial contact until resolution.
• Become an encyclopedia of knowledge about how Fin works and what it is capable of.
• Ensure, along with the Support team, that all customers have a great experience with the product—a crucial part of the role is making the product as easy to use, reliable, bug-free, and fast as possible.
• Work directly with product teams to identify current issues and, synthesizing diverse feedback from customers, offer informed opinions on potential solutions.
• Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
• Utilize inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
• Influence the direction of the Fin product through daily communication with our customers and consistent collaboration with our product teams.

First 6 Months

• First 30 days:
  • Complete company onboarding, becoming familiar with Fin's values, strategy, and goals.
  • Dive into customer support-specific trainings to learn the product and workflows, and successfully pass relevant assessments.
  • Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.
  • Showcase successful and proactive communication about your training progress and needs/questions that arise.
• First 60 days:
  • Continue to complete customer support trainings and pass relevant assessments successfully and on schedule.
  • Independently manage the inbox using the resources and supports provided; identify Problems to be Solved and address all pieces of the customer’s query.
  • Demonstrate ownership in the execution of your work.
  • Showcase successful and proactive communication, building on the above—begin a habit of preparing items for 1:1 discussions and driving the agenda.
• First 90 days:
  • Receive QA reviews and action feedback.
  • Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
  • Contribute outside of the inbox by sharing suggestions and ideas for how we can improve.
  • Successfully meet KPI targets and/or goals.
  • Demonstrate Fin's Values in your work and alignment with the company vision and strategy.

Requirements

• 3-4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals and modern-day tools (Slack, Chrome, Coda, etc.).
• A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Fin's REST API.
• Strong customer focus (excels at and enjoys helping customers).
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone and language, and be personable).
• Strong problem-solving skills (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 action feedback, as well as deliver feedback consistently and at a high quality to peers, managers, and cross-functional partners.
• Excitement for a support environment that has fully embraced AI solutions as the next step toward providing world-class customer support.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Nice-to-have skills

• Experience using Fin or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching and mentoring teammates.
• Experience in helping customers make the most of their current subscriptions.
• Experience in using AI tools (Glean, ChatGPT, Gemini, etc.) to troubleshoot customer issues.

You’ll thrive here if you

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer-related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability, and feedback—you don’t just do the work, you shape how it’s done, and are comfortable sharing both constructive feedback and kudos.

Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews—great work is rewarded.
• Unlimited access to Claude Code and best-in-class AI tools; experimentation and building are encouraged and celebrated.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan and match.
• In-office bicycle storage.
• Fun events for employees, friends, and family.

Pay

The base salary range for candidates within the Greater Chicago Area is $62,000 - $74,000. Actual base pay will depend on factors such as education, skills, experience, and location. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Schedule

Fin has a hybrid working policy. We expect employees to be in the office at least three days per week.