Technical Support Engineer

Responsibilities

• Communicate efficiently and effectively with customers through Fin's support product and outbound phone calls.
• Own customer communications and issues from initial contact through resolution.
• Develop deep knowledge of Fin's functionality and capabilities.
• Help ensure customers have a great product experience by improving usability, reliability, quality, and performance.
• Work directly with product teams to identify issues and synthesize customer feedback into informed solution recommendations.
• Debug complex issues involving Fin's codebase and technologies used by customers.
• Build tools to improve team and process efficiency.
• Influence product direction through customer communication and collaboration with product teams.

First 6 Months

• Complete company and customer-support onboarding and relevant assessments.
• Learn support workflows and begin handling customer conversations with guided training.
• Independently manage customer queries, identify problems to solve, and demonstrate ownership.
• Receive quality reviews, act on feedback, and maintain a personal growth tracker or development plan.
• Contribute ideas for improving support workflows and meet applicable KPI targets.

Requirements

• 1–2 years of technical support experience.
• Understanding of web development basics, including HTML, JavaScript, and CSS.
• Familiarity with Git, Ruby, Rails, APIs, REST APIs, SDKs, and webhooks.
• Understanding of technical fundamentals and modern workplace tools.
• Strong customer focus and communication skills.
• Strong problem-solving, troubleshooting, critical-thinking, and learning skills.
• Ability to use resources to answer baseline technical questions and act on feedback.
• Comfort working in an experimental support environment using workflows and automation to improve efficiency.
• Demonstrated success working with KPIs or other metrics and quotas.

Nice-to-Haves

• Completion of technical coding bootcamps, programs, or courses.
• Experience in a troubleshooting environment.
• Understanding of code syntax or supported frameworks.
• Experience configuring supported iOS and Android plugins or mobile SDKs.
• Familiarity with native mobile development.

Compensation and Benefits

• Competitive salary and equity in a fast-growing startup.
• Catered weekday lunch and stocked kitchen.
• Regular compensation reviews.
• Access to Claude Code and other AI tools.
• Flexible paid time off.
• Healthcare stipend toward private health insurance for the employee and partner or spouse.
• MacBooks are standard, with Windows available for certain roles.
• Hybrid working policy with at least three days per week in the office.