Technical Support Engineer

What You'll Do

• Spearhead the definition of “technical customer support” at Finch and scale the team
• Shape how Finch is perceived by the developer community
• Manage technical and product issues and escalations to deliver high level of developer satisfaction with Finch
• Thoroughly investigate and own issues by identifying the root cause, identifying symptoms, and quantifying its scope and severity
• Build cross-functional relationships with product, engineering, sales, and developer success to refine Finch’s value proposition in the developer community
• Become an authority on Finch’s API, products, and integrations to encourage developers to use our products more widely
• Write code samples, tutorials, and technical articles for the developer community

What You'll Bring

• Creating tickets, triaging them, and sending a first response message within 2 hours of initial submission during work hours
• Having a working knowledge of the codebase and being responsible for L2 support within 3 months to allow identification of whether something is a bug or not, and produce a reasonable estimate of time needed. L2 support is categorized as issues that require code-level knowledge.
• Responsible for L1 support within the first month. L1 support is categorized as commonly occurring questions that can be answered with a canned response.
• Tracking commonly occurring questions, generating reports on issues and enhancements, and writing new knowledge articles to reduce ticket volume.
• Reduce initial investigations to on-call engineering by 50% within 6 months of joining.

Success Looks Like

• System design skills and experience working with distributed systems
• Experience using Git in a professional environment
• Proven proficiency in Computer Science, Engineering, or a related development field

What We Offer

• Health/Dental/Vision
• Unlimited vacation policy (with mandatory minimums)
• Paid lunches
• Wellness stipend
• Book and education budget