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About the Role

The Technical Support Engineer role is a hands-on, technical position focused on helping customers integrate Fin, diagnose problems, and bridging the gap between customers and product teams. This role is ideal for individuals who love problem-solving and troubleshooting to empower customers and improve the product.

Responsibilities

• Communicating efficiently and effectively with customers via our product and outbound phone calls.
• Owning customer communications and issues from initial contact to resolution.
• Developing comprehensive knowledge of Fin's functionality and capabilities.
• Ensuring customers have a great product experience by contributing to ease of use, reliability, and bug-free performance.
• Collaborating with product teams to identify issues and provide informed solutions based on customer feedback.
• Debugging complex issues by understanding both our codebase and customer technologies.
• Building tools to increase team and process efficiency and effectiveness.
• Influencing product direction through daily customer communication and collaboration with product teams.

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 and modern tools (Slack, Chrome, Coda, Asana, etc.).
• Strong customer focus and enjoyment in helping customers.
• Strong communication skills, including questioning, clarifying, empathizing, and using appropriate tone and language.
• Strong problem-solving skills, including critical thinking and on-the-fly learning.
• Ability to troubleshoot and utilize resources to answer questions.
• Ability to take on and action feedback.
• Excitement for a support environment focused on experimentation, workflows, and automation.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Skills

• Web development basics (HTML, Javascript, CSS)
• Git
• Ruby
• Rails
• APIs
• REST API
• SDKs
• Webhooks
• Slack
• Chrome
• Coda
• Asana

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• 1-2 years of technical support experience

Salary/Compensations

• Competitive salary and equity in a fast-growing start-up
• Regular compensation reviews - we reward great work!

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; experimentation & building is encouraged & celebrated
• Flexible paid time off policy
• Healthcare stipend towards private health insurance for you and your partner/spouse
• MacBooks are our standard, but we also offer Windows for certain roles when needed

About the Company

• Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
• Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
• Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
• Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
• Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
• Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

Equal Opportunity

• Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.