Technical Support Engineer
Technical Support Engineer providing hands-on engineering and web development support to help customers integrate and troubleshoot Fin's AI Customer Agent product. Role involves debugging complex issues, building internal tools, and collaborating with product teams.
About the job
Responsibilities
- Communicate efficiently and effectively with customers using Fin's own product and outbound phone calls.
- Own customer communications and issues from initial contact until resolution.
- Serve as the primary point of contact for customers integrating Fin into their products.
- Diagnose and report problems, acting as a bridge between customers and product teams.
- Debug complex issues with an understanding of Fin's codebase and customer technologies.
- Build tools to increase team efficiency and effectiveness using technical knowledge.
- Influence product direction through customer feedback and collaboration with product teams.
- Ensure customers have a great experience by making the product easy to use, reliable, and fast.
Requirements
- 1-2 years of technical support experience.
- Understanding of web development basics (HTML, JavaScript, CSS), Git, Ruby, Rails, and APIs.
- Understanding of REST APIs, SDKs, and 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 with the ability to question, clarify, empathize, and use appropriate tone.
- Strong problem-solving skills with the ability to think critically and learn on-the-fly.
- Ability to troubleshoot and utilize resources to answer questions.
- Ability to take on and action feedback.
- Excitement for a support environment experimenting with workflows and automation.
- Demonstrated success working with KPIs or other metrics/quotas.
Nice-to-Haves
- Completion of technical coding bootcamps or relevant courses.
- Previous experience in a troubleshooting environment.
- Understanding of code syntax or use of supported frameworks.
- Experience configuring iOS/Android plugins (mobile SDKs).
- Familiarity with native mobile development.
Skills
HTML, JavaScript, CSS, Git, Ruby, Rails, REST APIs, SDKs, Webhooks, Slack, Asana
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