Technical Support Engineer
Job description
Finch About the role
Technical Support Engineers provide expert guidance to Finch users and deepen understanding of the Finch ecosystem. They resolve user challenges while scaling knowledge of the Finch ecosystem for current and prospective customers.
Software engineers turn product ideas into working code. Engineers work in small teams, review each other's work, and ship in small batches. Most teams follow agile practices such as sprints and daily standups. Engineers also write tests, fix bugs, and improve performance. The field values clear communication as much as technical skill. Engineers spend part of every week on planning, code review, and debugging, not just writing new code. The ability to explain a technical decision in plain words separates strong engineers from the rest.
Key facts
What you'll do
Proactive sharing surfaces relevant information to developers at the moment of need, helping users discover Finch capabilities before issues arise. Support actions maintain a high quality customer experience that meets Finch standards while handling inbound ticket management. Cross-functional collaboration with Developer Success, Engineering, and Product teams translates support insights into product and documentation improvements for the Finch ecosystem. Scaling knowledge of the Finch ecosystem ensures current and prospective customers understand capabilities and workflows through accurate, accessible resources. Creative idea execution converts support interactions into actionable improvements for the product and the user journey, driving ongoing enhancements using insights from support interactions.
Requirements
You demonstrate deep expertise with the Finch platform and translate that expertise into clear guidance for users across varied contexts. Experience in a support role or highly technical customer interaction is required to handle complex inquiries and navigate intricate scenarios involving the Finch ecosystem. Strong written communication skills enable you to craft clear solutions and documentation for a global audience with varied technical backgrounds. The ability to work cross-functionally with engineering and product teams ensures support feedback drives roadmap decisions and product evolution.
Practical notes
This role is based in San Francisco and operates on a full-time schedule. Security and privacy are treated as primary responsibilities in every interaction. Typical interview steps
Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.
Good to know
Technical support roles of this type rely on deep product familiarity and clear written communication. Professionals in this field often use knowledge bases, ticketing systems, and collaboration platforms to coordinate responses. Cross-functional teamwork is common when addressing complex user needs and product feedback. Success depends on balancing proactive problem solving with structured documentation practices.
Questions to ask
Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.
Career growth
Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.
About the company
We are on a mission to revolutionize employment by building the infrastructure that powers every facet of work. To do this, we're looking for individuals who think about problems holistically and in-depth, who are relentlessly curious, self-starters, and determined to drive ideas from inception through to completion.