engineering
Posted 1 weeks agoTechnical Support Engineer
at Intercom
Chicago, United StatesHybrid
Responsibilities
- Showcase successful and proactive communication about your training progress and needs/questions that arise.
- Demonstrate ownership in the execution of your work.
- Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.
Requirements
- Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
- Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
- Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
- Becoming an encyclopedia of knowledge about how Fin works and what it is capable of.
- experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
- Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
- Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
- Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.
- Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
- Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs.
- Understanding of REST API, SDKs & Webhooks.
- Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.).
- Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable).
- Strong problem solving skills (ability to think critically and learn on-the-fly).
- Ability to troubleshoot and utilize resources to answer questions on baseline topics.
- Ability to take on + action feedback.
- Completion of technical coding bootcamps, programs, courses, etc. Previous
- experience working in a troubleshooting environment.
- Understanding code syntax or use of specifically supported frameworks. •
- Experience configuring our supported iOS/Android Plugins (mobile SDKs).
- Familiarity with native mobile development. Benefits
- *Proof of eligibility to work in the United States is required.
Experience
- 1-2 years of technical support experience.
Benefits
- Demonstrate Fin’s Values in your work and alignment with the company vision and strategy. What skills do I need?
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas. Bonus skills & attributes
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- The base salary range for candidates within the Greater Chicago Area is $81,000 - $98,000.
- Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future.
- All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). Policies
Additional details
- Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
- Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
- Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
- experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level.
- Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways.
- In this role, you will be directly responsible for helping people integrate Fin into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.
- Our job starts the moment a customer decides they want to use Fin, sticking with them every step of the way to ensure they get the most value from our product.
- This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product.
- This is not a springboard into other areas or jobs at Fin , but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Fin.
- We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.