Technical Support Engineer

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.