Finch
Technical Support Engineer
TLDR
Our Technical Support Engineers enhance customer experience by providing technical solutions, managing issues, and developing relationships to improve satisfaction and knowledge.
About Finch
We are on a mission to revolutionize employment by building the infrastructure that powers every facet of work. To do this, we're looking for individuals who think about problems holistically and in-depth, who are relentlessly curious, self-starters, and determined to drive ideas from inception through to completion.
Finch is a Series B company backed by a fantastic set of firms, angels, and our developers including General Catalyst, Menlo Ventures, Homebrew, BoxGroup, YCombinator, Charley (1st business hire at Plaid), Sima (ex-Head of Biz Dev at Plaid), Henrique + Pedro (co-CEOs at Brex), Jeff + Wayne (co-CEOs at Digits), Immad (CEO at Mercury), Sam (CEO at Vouch Insurance), Karim (CTO at Ramp), and more.
About Our Team
We're a team of problem solvers who aren’t afraid to challenge assumptions. We value velocity, curiosity, empathy, and diverse perspectives. Everyone on the team is excited about the scope of the problems we address and the potential impact our work can have on the global workforce. We realize that the value we provide comes with great responsibilities, and therefore make security and privacy our highest priorities.
We come from a diverse set of backgrounds and each member brings different skills to the group. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and potential will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.
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
This is a hybrid role requiring three days per week in our downtown New York 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.
Benefits
Free Meals & Snacks
Paid lunches
Health Insurance
Health/Dental/Vision
Learning Budget
Book and education budget
Paid Time Off
Unlimited vacation policy (with mandatory minimums)
Wellness Stipend
Finch is building the infrastructure that underpins every aspect of work, aimed at transforming the employment landscape. Our platform targets businesses seeking innovative solutions to enhance their workforce management and efficiency.
- Total raised
- $130K raised
Technical Support Engineer