Technical Support Engineer

United StatesFull Timemid

EngineeringCustomer SupportTechnical Support EngineerCustomer SuccessTechnical SupportCustomer

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Quick Summary

Overview

About Finch We are on a mission to revolutionize employment by building the infrastructure that powers every facet of work. To do this,

Technical Tools

EngineeringCustomer SupportTechnical Support EngineerCustomer SuccessTechnical SupportCustomer

About Finch

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.

Finch is a Series B company backed by a fantastic set of firms, angels, and our developers including General Catalyst, Menlo Ventures, Homebrew, BoxGroup, YCombinator, Charley (1st business hire at Plaid), Sima (ex-Head of Biz Dev at Plaid), Henrique + Pedro (co-CEOs at Brex), Jeff + Wayne (co-CEOs at Digits), Immad (CEO at Mercury), Sam (CEO at Vouch Insurance), Karim (CTO at Ramp), and more.

About Our Team

We're a team of problem solvers who aren’t afraid to challenge assumptions. We value velocity, curiosity, empathy, and diverse perspectives. Everyone on the team is excited about the scope of the problems we address and the potential impact our work can have on the global workforce. We realize that the value we provide comes with great responsibilities, and therefore make security and privacy our highest priorities.

We come from a diverse set of backgrounds and each member brings different skills to the group. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and potential will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.

About The Role

Our Technical Support Engineers (TSE) are essential to enhancing customer experience at Finch. TSEs are expert Finch users, offering meaningful technical solutions for anyone that has a question or challenge. Outside of managing inbound tickets, TSEs are focused on scaling knowledge of the Finch ecosystem to any current or prospective Finch customer.

Acting on creative ideas, we strive to proactively surface the right information to the right user at the right time. In the TSE role, you’ll primarily partner with our Developer Success, Engineering, and Product teams to deliver the optimum service for our customers.

Spearhead the definition of “technical customer support” at Finch and scale the team

Shape how Finch is perceived by the developer community

Manage technical and product issues and escalations to deliver high level of developer satisfaction with Finch

Thoroughly investigate and own issues by identifying the root cause, identifying symptoms, and quantifying its scope and severity

Build cross-functional relationships with product, engineering, sales, and developer success to refine Finch’s value proposition in the developer community

Become an authority on Finch’s API, products, and integrations to encourage developers to use our products more widely

Write code samples, tutorials, and technical articles for the developer community

Creating tickets, triaging them, and sending a first response message within 2 hours of initial submission during work hours

Having a working knowledge of the codebase and being responsible for L2 support within 3 months to allow identification of whether something is a bug or not, and produce a reasonable estimate of time needed. L2 support is categorized as issues that require code-level knowledge.

Responsible for L1 support within the first month. L1 support is categorized as commonly occurring questions that can be answered with a canned response.

Tracking commonly occurring questions, generating reports on issues and enhancements, and writing new knowledge articles to reduce ticket volume.

Reduce initial investigations to on-call engineering by 50% within 6 months of joining.

System design skills and experience working with distributed systems

Experience using Git in a professional environment

Proven proficiency in Computer Science, Engineering, or a related development field

Health/Dental/Vision

Unlimited vacation policy (with mandatory minimums)

Paid lunches

Wellness stipend

Book and education budget