Finout

Support Engineer

• Support customers starting at 9am EST, Monday through Friday.
• First line of defence for triage and customer technical inquiries
• Primary liaison for technical customer inquiries. Responsibility spans from initial response time through to resolution.
• Day to day activities can look like first response to Enterprise customers, triage across the customer base, further investigation and resource requests from various departments, managing escalations, and documentation both internally & externally. There is also an area of opportunity in this role to identify possible methods for improving Support in both the technical and the service layers.
• Develop a deep understanding of the Finout platform to provide efficient end-to-end support solutions.
• Utilize the platform’s various backend mechanisms, processes, and data structure in order to provide support on complex backend capabilities.
• Collaborate with Product, Customer Success, and R&D teams to address recurring issues and enhance support services.
• Create and maintain internal documentation on platform functionalities and processes.
• Begin customer support promptly at 9am EST, Monday to Friday.

Technical Support Engineer