Technical Support Engineer

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

Cloud is now one of the biggest business expenses and one of the hardest to manage.
At Finout, we’re not just shedding light on spend—we’re giving companies the power to make smarter, faster, and more strategic decisions about the cloud.
We’re trusted by brands like The New York Times, Wiz, Elastic, SiriusXM, and Lyft, and backed by top-tier investors with over $85M raised. In just 4 years, we’ve grown to 100+ people across Tel Aviv and New York—and we’re just getting started.
If you’re looking to build something big, solve real problems, and grow fast -we’d love to meet you.

About the Role

We are looking for a Technical Customer Support Engineer who will be responsible for supporting Finout’s US customer base regarding their technical inquiries with the platform. This role partners closely with our R&D, Product, and Customer Success teams to ensure customer satisfaction and resolution of their inquiries. It also requires a high level of ownership to ensure the customer inquiries are thoroughly understood and ultimately, resolved. This is a unique opportunity to join a quickly accelerating startup and make an outsized impact to the trajectory of the company.

We offer a competitive salary. The salary range will be around $100,000 - $140,000, annually.

What you’ll do:

• 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 look like first response to Enterprise customers, triage across the customer base, further investigation and resource requests from various departments, managing escalations, and documentation both internally & externally. There is also an area of opportunity in this role to identify possible methods for improving Support in both the technical and the service layers.

• 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.

What We’re Looking For:

• At least 3-4 years of experience as a Tier-2 or Senior Technical Support Engineer for a technical SaaS product, cloud-based solution, or IT tooling solutions.

• Experience working 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.

• Experience with at least two of the major cloud providers (AWS, GCP, and Azure).

• Experience working with internal and external APIs (REST).

• Ability to work independently while still communicating with the wider group regarding wider issues.

• Huge plus, but not required:

  • Experience scaling Support processes and methodologies.

  • Experience working in monitoring or cloud cost management segments.

Our Values

We're a hybrid company with a big vision and a startup soul. If you’re excited to help shape the future of cloud infrastructure and join a team that cares deeply about what (and how) we build—we’d love to meet you.