# Technical Support Engineer

**Company**: Fin
**Location**: Sydney, Australia
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7409215?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b696aed7-f31

## Description

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

## Skills

### Required
- HTML
- Javascript
- CSS
- Git
- Ruby
- Rails
- APIs
- REST API
- SDKs
- Webhooks

### Nice to have
- Completion of technical coding boot camps
- Previous experience working in a troubleshooting environment
- Understanding code syntax
- Experience configuring supported iOS/Android Plugins
- Familiarity with native mobile development

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7409215?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)