Technical Support Engineer

Fin, now part of Salesforce, is 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. The Technical Support Engineer team is looking for an individual with engineering and/or web development experience who wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, much broader than a typical ticket-based support position. You will be directly responsible for helping people integrate Fin into their products, diagnose and report problems, and serve as the bridge between our customers and our product teams.

• 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.
• 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 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.

• 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.

The base salary range for candidates within the Greater Chicago Area is $81,000 - $98,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. 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).

Apply via the provided link. Proof of eligibility to work in the United States is required.