Technical Support Engineer

Finch

Technical Support Engineer providing meaningful solutions for customer queries at Finch. Collaborating with Development and Engineering teams to optimize customer service and satisfaction.

Posted 6/8/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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 a 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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

APIcode samplestechnical articlesL1 supportL2 supportbug identificationticket triagingissue trackingknowledge article writingdeveloper satisfaction

Soft Skills

cross-functional collaborationproblem-solvingcommunicationcustomer supportrelationship buildinginvestigative skillstime managementtechnical writingteam leadershipdeveloper advocacy