Technical Support Specialist

Fin; Chicago (IL); Hybrid; USD 62,000 - 74,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive medical, dental, and vision coverage

Flexible paid time off policy

401k plan & match

Paid Parental Leave Program

Weekly in-office structure

Job summary

Fin is seeking a Technical Support Specialist in Chicago to enhance customer experiences using their AI tools. This role involves effective communication with customers, owning their queries from initial contact to resolution, and collaborating with product teams to troubleshoot issues.

Ideal candidates will have 3–4+ years in technical support, strong problem-solving skills, and the ability to thrive in an AI-driven support environment. Benefits include competitive salary, flexible paid time off, and comprehensive health coverage.

Qualifications

• 3–4+ years of technical support experience, ideally within a software/SaaS environment.
• Strong communication skills and customer focus.
• Ability to troubleshoot and utilize resources.

Responsibilities

• Communicate efficiently with customers.
• Own customer issues from initial contact to resolution.
• Work with product teams to identify current issues.

Skills

Technical support experience

Communication skills

Problem-solving skills

Customer focus

Understanding of APIs

Experience with AI tools

Education

3–4+ years in technical support

Tools

Slack

Chrome

Coda

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service to sales to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.

Opportunity

With the advent of AI, the nature of customer support has changed dramatically – as have the humans who provide it. Our next Technical Support Specialist will be someone who thrives in autonomy, is deeply curious, fluent in AI tools and holds an extremely high bar not just for themselves, but for their teammates.

Responsibilities

• Communicating efficiently and effectively with our customers – we use our own product most of the time, 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.

What Your First 30 Days Will Look Like

• Complete company onboarding, becoming familiar with Fin’s values, strategy, and goals.
• Dive into CS‑specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
• Start talking to customers in the inbox and build “inboxing” fundamentals through paired inboxing sessions.
• Showcase successful and proactive communication about your training progress and needs/questions that arise.

In Your First 60 Days, You Will

• Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
• Independently inbox using the resources and supports provided; be able to identify problems to be solved and address all pieces of the customer’s query.
• Demonstrate ownership in the execution of your work.
• Showcase successful and proactive communication, building on above – begin a habit of having items prepared for 1:1 discussion and driving the agenda.

In Your First 90 Days, You Will

• Receive QA reviews and action feedback.
• Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
• Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
• Successfully meet KPI targets and/or goals.
• Demonstrate Fin’s values in your work and alignment with the company vision and strategy.

Required Skills

• 3–4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.).
• A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Fin’s REST API.
• 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, as well as deliver feedback consistently and at a high quality to peers, managers and cross‑functional partners.
• Excitement for a support environment that has fully embraced AI solutions as the next step towards providing world‑class customer support.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Bonus Skills & Attributes

• Experience using Fin, or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching & mentoring teammates.
• Experience in helping customers make the most of their current subscriptions.
• Experience in using AI tools (Glean, ChatGPT, Gemini, etc.) to troubleshoot customer issues.

You’ll Thrive Here If You

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer‑related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability and feedback—you don’t just do the work, you shape how it’s done, and are okay with sharing both constructive feedback & kudos about it.

Benefits

We are a well‑treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us.

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews – great work is rewarded.
• Unlimited access to Claude Code and best‑in‑class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• 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 $62,000 – $74,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non‑work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Equal Employment Opportunity

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.