Technical Support Engineer

Job Title: Technical Support Engineer

We are looking for a Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for helping customers integrate Fin into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.

Responsibilities:

• Communicate efficiently and effectively with our customers
• 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
• Work directly with product teams to identify current issues and 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

What Your First 6 Months Will Look Like:

• In your first 30 days, you will complete company onboarding, become familiar with Fin's values, strategy, and goals, dive into CS-specific trainings to learn the product and CS workflows, and successfully pass relevant assessments.
• In your first 60 days, you will continue to complete CS trainings and pass relevant assessments successfully and on schedule, independently inbox using the resources and supports provided, and demonstrate ownership in the execution of your work.
• In your first 90 days, you will receive QA reviews and action feedback, begin a personal growth tracker document, contribute outside of the inbox via sharing suggestions and ideas for how we can improve, and successfully meet KPI targets and/or goals.

Requirements:

• 1-2 years of technical support experience
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs
• Understanding of REST API, SDKs & Webhooks
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)
• Strong customer focus (excels at + enjoys helping customers)
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
• Strong problem solving skills (ability to think critically and learn on-the-fly)

Bonus Skills & Attributes:

• Completion of technical coding bootcamps, programs, courses, etc.
• Previous experience working in a troubleshooting environment
• Understanding code syntax or use of specifically supported frameworks
• Experience configuring our supported iOS/Android Plugins (mobile SDKs)
• Familiarity with native mobile development

Benefits:

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

Base salary range for candidates within the Greater Chicago Area is $81,000 - $98,000.