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. As a Technical Support Engineer, you'll own the most complex technical queries around some of our most nuanced features, serve as a point of escalation for your colleagues, consistently provide world class customer support, and collaborate with our customers proactively to help them make the most of our platform. You'll use AI tools alongside your own expertise to handle complex cases efficiently and play a role in shaping a culture of continuous improvement.

• Communicate efficiently and effectively with customers, using our own product for most support, with outbound phone calls as part of the offering.
• Own customer communications and issues from initial contact until resolution.
• Become an encyclopedia of knowledge about how Fin & the Intercom platform works and the solutions they can offer.
• Work directly with product teams to identify current issues and offer informed opinions on potential solutions.
• Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
• Build tools to increase the efficiency and effectiveness of the team and its processes.
• Influence the direction of the Fin product through daily communication with customers and collaboration with product teams.

• 2+ years of technical support experience.
• Innate comfort in using AI tools (e.g., Claude, Cursor) to write and interpret code and technical problems.
• 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, etc.).
• Strong customer focus, communication, and problem-solving skills.
• Ability to troubleshoot and utilize resources to answer questions on baseline topics.
• 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 $85,000 - $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). Certain roles may be eligible for incentive compensation, equity, and benefits. Offerings vary by location in line with local practices and requirements.

This position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred. The role is based in Chicago, Illinois.

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