Hybrid Technical Support Engineer – AI Platform

Talentify; Chicago (IL); Hybrid; USD 85,000 - 98,000; Full time

Job summary

Fin, now part of Salesforce, is seeking a Technical Support Engineer in the Greater Chicago Area. You will own the most complex technical queries, serve as a point of escalation, and provide world-class support across the Fin and Intercom platform.

The role is hybrid, requiring three days in-office and two days remote, with the option to work full-time from the office. You will work closely with product teams to identify issues, synthesize customer feedback, and drive improvements in processes

Qualifications

• 2+ years of technical support experience.
• Innate comfort in using AI tools to write and interpret code and technical problems.
• 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, etc.).
• Strong customer focus and communication skills.
• Strong problem solving and learning on-the-fly.
• Ability to troubleshoot and use resources to answer baseline topics.

Responsibilities

• Communicate efficiently with customers using the product to support them.
• Own customer communications from initial contact to resolution.
• Become an encyclopedia of knowledge about Fin and Intercom platform solutions.
• Ensure customers have a great experience with the product and that it is easy to use, reliable, and fast.
• Collaborate with product teams to identify issues and provide feedback on solutions.
• Debug complex issues with understanding of codebase and customer technologies.
• Build tools to increase team efficiency and effectiveness.
• Influence product direction through daily customer feedback and collaboration with product teams.

Skills

Technical support

AI tools

Web basics

REST API

SDKs & Webhooks

Git

Ruby on Rails

Intercom

KPIs

Tools

Git

Ruby on Rails

APIs

Slack

Intercom

Job description

Fin, now part of Salesforce, is seeking a Technical Support Engineer in the Greater Chicago Area. You will own the most complex technical queries, serve as a point of escalation, and provide world-class support across the Fin and Intercom platform.

The role is hybrid, requiring three days in-office and two days remote, with the option to work full-time from the office. You will work closely with product teams to identify issues, synthesize customer feedback, and drive improvements in processes