Finch

Technical Support Engineer

Finch

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $110,000 - $130,000 per year

About the role

  • 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

Requirements

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIcode samplestechnical articlesL1 supportL2 supportbug identificationticket triagingissue trackingknowledge articlesdeveloper satisfaction
Soft Skills
cross-functional collaborationproblem-solvingcommunicationcustomer supportrelationship buildinginvestigative skillstechnical writingtime managementescalation managementdeveloper advocacy