Technical Support Specialist

Fin is the AI Customer Agent company (part of Intercom), founded in 2011, and one of the largest private software companies in the world with nearly 30,000 global businesses using its products. The role sits within the Customer Support department in Chicago, Illinois.

As a Technical Support Specialist, you will own complex technical queries around nuanced features, serve as a point of escalation for colleagues, provide world-class customer support, collaborate proactively with customers, and help drive improvements in product, processes, and peer development. You will use AI tools alongside your expertise to handle complex cases efficiently and shape a culture of continuous improvement.

• Communicate efficiently with customers, using the company's own product and outbound phone calls.
• Own customer communications and issues from initial contact until resolution.
• Become an expert on how Fin works and what it is capable of.
• Work with product teams to identify issues and offer informed opinions on solutions.
• Debug complex issues with an understanding of the codebase and customer technologies.
• Build tools to increase team efficiency and effectiveness.
• Influence the direction of the Fin product through customer communication and collaboration with product teams.

• 3-4+ years of technical support experience, ideally in a software/SaaS environment.
• Solid understanding of tech fundamentals and modern tools (Slack, Chrome, Coda).
• Basic understanding of APIs and webhooks, and navigating developer documentation for Fin's REST API.
• Strong customer focus, communication, and problem-solving skills.
• Ability to troubleshoot and use resources to answer questions.
• Demonstrated success working with KPIs or other metrics/quotas.
• Bonus: experience with Fin or similar SaaS platforms, Tier 2 support, coaching/mentoring, and AI tools (Glean, ChatGPT, Gemini).

Base salary range for the Greater Chicago Area is $62,000 - $74,000. Regular employees may be eligible for the corporate bonus program and stock in the form of Restricted Stock Units (RSUs). Benefits are designed to support health, wellbeing, family, time away from work, and financial future; offerings vary by location.

Hybrid working policy: employees are expected to be in the office at least three days per week.

Apply via the Greenhouse job posting.