Technical Support Engineer (Remote)

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About Finch
We are on a mission to empower innovators to access the global employment ecosystem and connect the world's employers under a single API. To do this, we're looking for individuals who think about problems holistically and in-depth, who are relentlessly curious, self-starters, and determined to drive ideas from inception through to completion.

Finch is a Series A Y Combinator company and backed by a fantastic set of firms, angels, and our developers including General Catalyst, Menlo Ventures, Homebrew, BoxGroup, YCombinator, Charley (1st business hire at Plaid), Sima (ex-Head of Biz Dev at Plaid), Henrique + Pedro (co-CEOs at Brex), Jeff + Wayne (co-CEOs at Digits), Immad (CEO at Mercury), Sam (CEO at Vouch Insurance), Karim (CTO at Ramp), and more.

About Our Team
We're a team of problem solvers who aren’t afraid to challenge assumptions. We value velocity, curiosity, empathy, and diverse perspectives. Everyone on the team is excited about the scope of the problems we address and the potential impact our work can have on the global workforce. We realize that the value we provide comes with great responsibilities, and therefore make security and privacy our highest priorities. 

We come from a diverse set of backgrounds and each member brings different skills to the group. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and potential will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.

About The Role

As one of our first Technical Customer Support Engineers, you’ll play a key role in building Finch's relationship with our developers. You'll leverage your exceptional interpersonal and technical skills to investigate and address mission-critical issues coming from the development community. We are committed to continuous improvement and innovation, so you’ll be encouraged to get creative as you solve complex problems.

What You Will Do

  • Spearhead the definition of “technical customer support” at Finch
  • Thoroughly investigate and own issues by identifying the root cause, identifying symptoms, and quantifying its scope and severity
  • Manage technical and product issues and escalations to deliver a high level of developer satisfaction with Finch
  • Write code samples, tutorials, and technical articles for the developer community
  • 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

Who You Are

  • 2+ years of development or technical support experience, optimally supporting technical customers (e.g., developers)
  • Experience troubleshooting and debugging technical issues
  • Working knowledge of using ticketing platforms (Halp/Zendesk) and other development tools such as Retool, VS Code, Github, etc
  • Experience scripting (or writing) in modern programming languages
  • Familiarity with APIs, modern web services, and SDKs

Nice to Haves

  • Previous start-up experience
  • Experience working at an API company or on an external-facing API team.
  • An itch to start a company in the future. We will invest in you!

Benefits

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

#LI-Remote

Finch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWS (Amazon Web Services)Frameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • FigmaDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • NotionManagement
    • DocuSignCRM
    • HubSpotCRM
    • IntercomCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • RewatchCRM
    • ApolloLead Gen

An Insider's view of Finch

What's something quirky about your company?

We're always looking for fun and novel ways to spread positivity. For example, we started a words-of-affirmation slack channel to share good things customers have said about our product. Hearing stories of impact really helps to brighten the day.

Edem

Product Operations

What projects are you most excited about?

In engineering, work is very open-ended; it requires creative solutions. I don't always have a roadmap for the product so I have to dig and consider edge cases. The challenge is how you scope it down and identify the needs of the customer and then figure out how that all fits together. It’s the hard part but also the fun part.

Alex

Software Engineer, Team Lead

How has your career grown since starting at the company?

I started out in Product Ops and recently transitioned to Biz ops. It's exciting to collaborate with everyone across the org. Currently, my role focuses on streamlining marketing and security initiatives to people operations. I'm naturally curious and Finch enables me to learn on the go!

Diana

Business Operations

How do you make yourself accessible to the rest of the team?

Visibility and accessibility are crucial in a remote-first culture. We have a virtual office in Gather where team members can walk by my desk and strike up a conversation, we use an "urgent" slack channel filled with high priority requests that is reviewed daily, and I set aside time every evening to tie up threads others have looped me in on.

Ansel Parikh

Co-Founder

What's the biggest problem your team is solving?

Finch is a universal employment API that interacts with systems that are really old and clunky. I come in and build integrations against legacy software. I love problem-solving, so, to me, finding solutions feels like an itch that needs to be scratched. I love working here because there's always a new set of challenges. It’s really dynamic.

John

Software Engineer

What are Finch Perks + Benefits

Finch Benefits Overview

We care about each individual's well-being because life and work should fit together. Employee experience goes beyond benefits and perks - but they matter! Our perks include daily lunches, covering 100% of health insurance plans for you and your dependents, encouraging folks to vacation their own way, and more! Our offerings change depending on the needs and stage of the team.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Documented equal pay policy
Unconscious bias training
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We don't have all the answers! However, from dedicated sourcing sessions to streamlining referral / source-a-thon programs. we're always open to additional ideas.
Health Insurance & Wellness Benefits
Dental Benefits
Health, Dental, and Vision premiums are 100% covered.
Vision Benefits
Health, Dental, and Vision premiums are 100% covered.
Health Insurance Benefits
Health, Dental, and Vision premiums are 100% covered.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Finch offers a 401(k) plan with a range of retirement portfolio options that helps team members plan for the long-term.
Company Equity
Finch provides stock options with 4 year vesting and a 1 year cliff and a 10-year expiration so everyone that contributes to our journey sees upside beyond their time at the company.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Sometimes we do our best work early in the morning, later in the day, or things happen! Just keep the team informed.
Remote Work Program
We are a remote-first organization. We've got you covered if you want to stop by a co-working space and offer a stipend so you can get out of the house/apartment.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Finch offers unlimited PTO with a minimum of 15 days so team members take time to recharge and relax,
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Finch provides monthly stipends for meals and groceries so everyone can access healthy food when working remotely.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

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