Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. The Technical Support Engineer will be responsible for assisting customers with integrating Fin into their products, diagnosing issues, and ensuring a seamless customer experience while collaborating with product teams to improve the service.
Responsibilities
- Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too
- Owning customer communications and issues from initial contact until resolution
- Becoming an encyclopedia of knowledge about how Fin works and what it is capable of
- Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
- Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
- Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers
- Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
- Influencing the direction of the Fin product through daily communication with our customers and consistent collaboration with our product teams
Skills
- 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 + modern day tools (Slack, Chrome, Coda, Asana, etc.)
- Strong customer focus (excels at + enjoys helping customers)
- Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
- Strong problem solving skills (ability to think critically and learn on-the-fly)
- Ability to troubleshoot and utilize resources to answer questions on baseline topics
- Ability to take on + action feedback
- Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas
- Completion of technical coding bootcamps, programs, courses, etc
- Previous experience working in a troubleshooting environment
- Understanding code syntax or use of specifically supported frameworks
- Experience configuring our supported iOS/Android Plugins (mobile SDKs)
- Familiarity with native mobile development
Benefits
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family!
- All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
- Proof of eligibility to work in the United States is required.
- Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
Company Overview
Fin is the Customer Agent company delivering perfect customer experiences – from support to sales to commerce. 30,000+ companies use our products. It was founded in 2023, and is headquartered in San Francisco, US, with a workforce of 1001-5000 employees. Its website is https://fin.ai.