Technical Support Engineer

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

The Technical Support Engineer team is looking for an individual with engineering and/or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting customers on a global level.

Responsibilities

• Communicate efficiently and effectively with 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
• Ensure that all customers have a great experience with the product
• Work directly with product teams to identify current issues and offer informed opinions on potential solutions
• Debug complex issues with an understanding of both Fin's codebase and the many technologies employed by 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 customers and consistent collaboration with product teams

First 6 Months

In the first 30 days, you will:

• Complete company onboarding, becoming 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
• Start talking to customers in the inbox and build 'inboxing' fundamentals through Paired Inboxing sessions

In the 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
• Demonstrate ownership in the execution of your work

In the first 90 days, you will:

• Receive QA reviews and action feedback
• Begin a personal growth tracker document with your manager for ongoing development
• Contribute outside of the inbox via sharing suggestions and ideas for how we can improve
• 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
• Strong customer focus
• Strong communication skills
• Strong problem-solving skills
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Ability to take on and action feedback
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Nice to Have

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

Benefits

• Competitive salary and equity in a fast-growing start-up
• Catered lunch every weekday, plus a fully stocked kitchen
• Regular compensation reviews
• Unlimited access to Claude Code and best-in-class AI tools
• Flexible paid time off policy
• Healthcare stipend towards private health insurance for you and your partner/spouse