Technical Support Engineer

About This RoleAI processing…

Key Responsibilities

• 1
  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
• 2
  Owning customer communications and issues from initial contact until resolution
• 3
  Becoming an encyclopedia of knowledge about how Fin works and what it is capable of
• 4
  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
• 5
  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
• 6
  Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers
• 7
  Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
• 8
  Influencing the direction of the Fin product through daily communication with our customers and consistent collaboration with our product teams What your first 6 months will look like: In your first 30 days you will: Complete company onboarding, becoming familiar with Fin's values, strategy, and goals
• 9
  Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments
• 10
  Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions
• 11
  Showcase successful and proactive communication about your training progress and needs/questions that arise
• 12
  Continue to complete CS trainings and pass relevant assessments successfully and on schedule
• 13
  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
• 14
  Demonstrate ownership in the execution of your work
• 15
  Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda
• 16
  Receive QA reviews and action feedback
• 17
  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
• 18
  Contribute outside of the inbox via sharing suggestions and ideas for how we can improve
• 19
  Successfully meet KPI targets and/or goals
• 20
  Demonstrate Fin's Values in your work and alignment with the company vision and strategy

Requirements

• 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 Key Performance Indicators (KPIs) or other metrics/quotas
• Completion of technical coding bootcamps, programs, courses, etc.
• Previous experience working in a troubleshooting environment
• Understanding code syntax or use of specifically supported frameworks
• Experience configuring our supported iOS/Android Plugins (mobile SDKs)
• Familiarity with native mobile development

Perks & Benefits