Technical Support Specialist

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. As a Technical Support Specialist, you'll own complex technical queries around some of our most nuanced features, serve as a point of escalation for your colleagues, and collaborate with customers proactively to help them make the most of our platform.

• Communicating efficiently and effectively with customers, using our own product for support and outbound phone calls.
• Owning customer communications and issues from initial contact until resolution.
• Becoming an expert on how Fin & the Intercom platform works.
• Working directly with product teams to identify issues and offer informed opinions on potential solutions.
• Debugging complex issues with an understanding of our codebase and customer technologies.
• Building tools to increase team efficiency and effectiveness.
• Influencing the direction of the Fin product through daily customer communication and collaboration with product teams.

• 3-4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
• A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom’s REST API.
• Strong customer focus, communication, and problem-solving skills.
• Ability to troubleshoot and utilize resources to answer questions on baseline topics.
• Excitement for a support environment that has fully embraced AI solutions.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

• Experience using Intercom, or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching & mentoring teammates.
• Experience in helping customers make the most of their current subscriptions.
• Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

The base salary range for candidates within the Greater Chicago Area is $65,000 - $74,000. Actual base pay will depend on 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.

Proof of eligibility to work in the United States is required.