Technical Support Engineer

Technical Support Engineer

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.

What You'll Do

• 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

What You'll Bring

• 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.

Success Looks Like

• 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

What We Offer

• Health/Dental/Vision
• Unlimited vacation policy (with mandatory minimums)
• Paid lunches
• Wellness stipend
• Book and education budget

$110,000 - $130,000 a year Finch's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We want all full time employees to be invested in Finch and to be able to take advantage of that investment, so our equity grants include a 10-year exercise window. We also offer exceptional benefits, and, for applicable roles, commissions plans. Our minimum cash compensation range for this role is: $110,000 - $130,000. Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.

This is a hybrid role requiring two days per week in our downtown San Francisco office.

Finch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.