Senior Cloud Support Engineer — SaaS Platform

Finout; New York (NY); Hybrid; USD 100,000 - 140,000; Full time

Job summary

Finout is seeking a Technical Customer Support Engineer to support Finout’s US customer base with their technical inquiries about the platform. This role partners with R&D, Product, and Customer Success to ensure customer satisfaction and thorough resolution of inquiries.

It offers a competitive salary in a fast-moving startup environment. We offer a hybrid working model with a salary range of $100,000 - $140,000 annually.

Qualifications

• 3-4+ years as Tier-2 or Senior Technical Support Engineer for a technical SaaS product, cloud-based solution, or IT tooling solutions.
• Experience in a fast-paced growth-mode startup environment.
• Experience with SQL, including accessing and querying databases, manipulating data via advanced queries, and extensive knowledge of relational database structure.

Responsibilities

• Support customers Monday through Friday in standard Eastern time zone business hours.
• First line of defence for triage and customer technical inquiries
• Primary liaison for technical customer inquiries. Responsibility spans from initial response time through to resolution.
• Day to day activities can include initial response to Enterprise customers, triage across the customer base, further investigation and resource requests from various departments, managing escalations, and documentation both internally & externally.
• Develop a deep understanding of the Finout platform to provide efficient end-to-end support solutions.
• Utilize the platform’s various backend mechanisms, processes, and data structure in order to provide support on complex backend capabilities.
• Collaborate with Product, Customer Success, and R&D teams to address recurring issues and enhance support services.
• Create and maintain internal documentation on platform functionalities and processes.
• Begin customer support promptly during Eastern business hours, Monday to Friday.

Skills

SQL

Independent work

Communication

Tools

AWS

GCP

Azure

REST API

Job description

Finout is seeking a Technical Customer Support Engineer to support Finout’s US customer base with their technical inquiries about the platform. This role partners with R&D, Product, and Customer Success to ensure customer satisfaction and thorough resolution of inquiries.

It offers a competitive salary in a fast-moving startup environment. We offer a hybrid working model with a salary range of $100,000 - $140,000 annually.