Technical Support Engineer - AI Product Integrations

Fin. The highest performing Customer Agent

Chicago (IL)

Hybrid

USD 81,000 - 98,000

Full time

14 days+

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Benefits offered by this job

Competitive salary and equity

Medical, dental, and vision coverage

Flexible paid time off

Paid Parental Leave Program

401k plan & match

In-office bicycle storage

Fun employee events

Job summary

Fin is the AI Customer Agent company enabling businesses to deliver impeccable customer support across the journey. The Technical Support Engineer role blends engineering and customer education to help customers integrate Fin, diagnose issues, and bridge customers with product teams globally.

This hands-on role requires 1-2 years in technical support and a solid grounding in web technologies, APIs, and modern tools.

Qualifications

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 KPIs (KPIs) or other metrics/quotas.

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.