Technical Support Engineer

Finch • New York, NY

4d • $110,000 - $130,000 • Hybrid

About The Position

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.

Requirements

• 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

Responsibilities

• 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
• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed