Technical Support Engineer

Intercom; Chicago (IL); On-site; USD 81,000 - 98,000; Full time

Benefits offered by this job

Competitive salary and equity

Comprehensive medical, dental, and vision coverage

Flexible paid time off policy

Paid parental leave program

Fun events for employees

Job summary

Intercom is seeking a Technical Support Engineer in Chicago. The role involves communicating with customers, debugging complex issues, and enhancing their experience with Fin's product. Ideal candidates have 1-2 years of technical support experience and a strong understanding of modern development tools.

This role offers competitive salary, benefits including medical coverage, paid time off, and opportunities for bonuses. Join us to create exceptional customer experiences!

Qualifications

• 1–2 years of technical support experience.
• Strong problem-solving ability and quick learning.
• Experience with KPIs or metrics/quotas.

Responsibilities

• Communicate efficiently and effectively with customers.
• Own customer communications and issues from contact to resolution.
• Debug complex issues with an understanding of Fin’s codebase.

Skills

Technical support experience

Understanding of REST API

Knowledge of modern tools (Slack, Chrome, Coda, Asana)

Strong customer focus and communication

Problem-solving ability

Responsiveness to feedback

Familiarity with mobile development

Education

Technical coding boot camps or programs

Tools

iOS/Android plugin SDKs

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Fin resolves complex customer issues end‑to‑end across every channel, with minimal set‑up and integration. Fin can also be combined with our natively integrated Intercom help desk for a single system that is designed to meet the needs of modern day support teams.

What's the opportunity?

The Technical Support Engineer team is looking for an individual with engineering and/or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands‑on, technical role, much broader than a typical ticket‑based support position. Our Support Engineers partner with customers to tackle challenging technical issues in innovative ways.

What will I be doing?

• Communicating efficiently and effectively with customers – we use our own product for most support, plus outbound phone calls.
• Owning customer communications and issues from initial contact until resolution.
• Becoming a reference of knowledge about how Fin works and its capabilities.
• Ensuring customers have a great experience with the product, making it as easy to use, reliable, bug‑free and fast as possible.
• Working with product teams to identify current issues and providing insights based on customer feedback.
• Debugging complex issues with an understanding of Fin’s codebase and the many technologies used by customers.
• Building tools to increase the efficiency and effectiveness of the team and its processes.
• Influencing the direction of the Fin product through daily communication with customers and collaboration with product teams.

First 30 days

Complete company onboarding, learn Fin’s values, strategy, and goals. Dive into CS‑specific trainings, pass assessments, and start communicating with customers in the inbox. Showcase progress and needs.

First 60 days

Continue CS training, independently handle inboxing, identify and solve problems, demonstrate ownership, and prepare items for 1:1 discussions.

First 90 days

Receive QA reviews and action feedback. Begin a personal growth tracker document. Contribute suggestions for improvement, meet KPI targets, and demonstrate Fin’s values in work.

What skills do I need?

We welcome candidates who may not tick every box. Ideal experience includes:

• 1–2 years of technical support experience.
• Understanding of REST API, SDKs & Webhooks.
• Solid knowledge of tech fundamentals and modern tools (Slack, Chrome, Coda, Asana, etc.).
• Strong customer focus and communication skills.
• Strong problem‑solving ability and quick learning.
• Ability to troubleshoot and use resources to answer baseline questions.
• Responsiveness to feedback.
• Enthusiasm for a dynamic support environment with experimentation.
• Experience with KPIs or other metrics/quotas.
• Technical coding boot camps, programs, or courses.
• Prior troubleshooting environment experience.
• Understanding of supported code syntax or frameworks.
• Experience configuring iOS/Android plugin SDKs.
• Familiarity with native mobile development.

Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews and bonuses
• Flexible paid time off policy
• Paid parental leave program
• In‑office bicycle storage
• Fun events for employees, friends, and family

Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $81,000–$98,000. Salary depends on education, skills, experience, and location. The base pay range may be modified in the future. All regular employees may be eligible for corporate bonus or incentive programs and restricted stock units (RSUs).

Fin values diversity and is committed to equal employment opportunity. Fin will not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected basis.