Technical Support Engineer

About the role

Fin is seeking a technical professional to join our support team to help customers integrate our AI agent into their workflows. This role involves direct troubleshooting, product education, and acting as a primary link between our user base and internal product teams. The successful candidate will own the entire customer journey, ensuring that complex technical issues are resolved efficiently and that user feedback is clearly communicated to the product organization. You will be responsible for translating technical product features into accessible guidance for users with varying levels of expertise. This position requires a proactive mindset to identify recurring problems and drive them toward long-term solutions. You will play a key role in maintaining customer trust by providing reliable and accurate information during critical integration phases. The role demands strong ownership of both synchronous and asynchronous communication channels to ensure a consistent support experience.

Key facts

What you'll do

• Manage customer interactions from the initial report through to final resolution, ensuring all cases are handled with precision and care.
• Provide technical guidance on product capabilities and integration methods, helping users understand how to leverage the AI agent within their specific environments.
• Diagnose and debug complex issues by analyzing our codebase and customer-side technologies to isolate root causes quickly.
• Collaborate with product teams to report bugs and suggest improvements based on user feedback, turning raw observations into actionable product insights.
• Develop internal tools to improve team efficiency and operational workflows, reducing manual effort and improving case resolution times.
• Maintain high standards for product reliability and usability by validating fixes and verifying that solutions meet customer expectations.
• Serve as a subject matter expert on support processes, identifying patterns that indicate broader product or documentation gaps.
• Document support procedures and knowledge base articles to ensure consistency and enable scalability of the support function.
• Escalate complex technical issues to engineering teams when necessary, providing detailed context to accelerate the debugging process.
• Monitor support metrics and key performance indicators to identify areas for improvement in customer interactions and workflows.
• Partner with cross-functional teams to align on product changes, updates, and release notes that affect the customer experience.
• Conduct post-mortem analysis on critical incidents to determine what went wrong and how similar issues can be prevented in the future.
• Support the onboarding of new users by guiding them through initial setup and helping them understand core product functionality.
• Act as a voice for the customer within the company, ensuring that support insights influence product decisions and roadmap priorities.

Requirements

• 1-2 years of experience in technical support, demonstrating a track record of resolving complex customer issues in a professional setting.
• Proficiency in web development basics including HTML, Javascript, and CSS, allowing you to inspect and understand the front-end components of the product.
• Experience with Git, Ruby, Rails, and APIs, providing a foundational understanding of how our application is built and how it interacts with external systems.
• Familiarity with REST APIs, SDKs, and Webhooks, enabling you to troubleshoot integration issues across different platforms and services.
• Ability to meet KPI targets and performance metrics, showing that you can balance speed and quality in a results-driven environment.
• Strong critical thinking and troubleshooting skills, allowing you to methodically approach problems and test multiple hypotheses.
• Eligibility to work in the United States, ensuring that you have the legal right to accept employment in the country.
• Comfort working in a fast-paced, high-growth startup environment where priorities can shift quickly and adaptability is essential.
• Willingness to collaborate closely with engineering and product teams to gather information and resolve technical escalations.
• Strong written and verbal communication skills, allowing you to explain technical concepts clearly to both technical and non-technical audiences.

Nice to have

• Completion of technical coding bootcamps or similar educational programs that provide a structured foundation in software development concepts.
• Prior experience in a troubleshooting-focused role where you have handled complex technical issues over extended periods.
• Understanding of code syntax or specific frameworks, particularly those related to web technologies such as JavaScript libraries or Ruby on Rails.
• Experience with mobile SDKs for iOS or Android, which would help support mobile integrations and related edge cases.
• Familiarity with native mobile development, providing insight into platform-specific behaviors and limitations that could affect integration.

Skills & tools

• Technical: HTML, Javascript, CSS, Git, Ruby, Rails, REST API, SDKs, Webhooks, enabling you to navigate and troubleshoot the product stack effectively.
• Operational: Slack, Chrome, Coda, Asana, which are used for communication, browsing, documentation, and project management.

Practical notes

• Compensation includes competitive salary, equity, and eligibility for corporate bonuses or sales incentives, aligning individual performance with company goals.
• Benefits include medical, dental, and vision coverage, 401k with match, flexible paid time off, and paid parental leave, supporting your well-being and long-term security.
• The company maintains a neutral stance on social and political topics to focus on internal collaboration and core values, ensuring a productive and inclusive work environment.
• The engagement model for this role is hybrid, requiring three days of in-office work and two days of remote work to balance collaboration and flexibility.
• This position is based in Chicago, Illinois, and candidates must be located in or willing to relocate to this region to fulfill the in-office requirements.
• The compensation range specified for this role is $81,000 - $98,000 per year, reflecting the level of responsibility and the technical scope associated with the role.
• Eligible candidates must be able to start within the timeframe established by the hiring team, as business needs may require timely onboarding to meet support coverage requirements.
• This role reports to the Technical Support leadership team and is part of the broader support organization, contributing to the overall health and success of the Fin platform.
• The work environment is dynamic, with frequent interactions between support, product, and engineering teams, requiring a high degree of collaboration and communication.
• All employees are expected to adhere to the company's code of conduct and professional standards in all interactions with colleagues, customers, and partners.
• This position may involve exposure to sensitive customer data, and all privacy and security guidelines must be followed at all times to protect customer information.
• The successful candidate will be expected to participate in regular training and development opportunities to maintain and expand their technical and support skills.
• This role is critical to the success of customer adoption and retention, and the impact of your work will be visible in the satisfaction and growth of our user base.