Technical Support Engineer

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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 B company 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.


Our Technical Support Engineers (TSE) are essential to enhancing customer experience at Finch. TSEs are expert Finch users, offering meaningful technical solutions for anyone that has a question or challenge. Outside of managing inbound tickets, TSEs are focused on scaling knowledge of the Finch ecosystem to any current or prospective Finch customer. Acting on creative ideas, we strive to proactively surface the right information to the right user at the right time. In the TSE role, you’ll primarily partner with our Developer Success, Engineering, and Product teams to deliver the optimum service for our customers. 

The Problems You’ll Solve

  • Guide customers through advanced technical troubleshooting with our API or platform
  • Collaborate with engineering and product teams to identify root cause, surface severity, scope solutions, and resolve technical issues
  • Contribute to our culture of scaling technical documentation and resources
  • Enhance testing best practices
  • Help improve self-resolution rates: how can customers use Finch’s products, improve integrations, navigate our documentation and
  • Make Finch better through continuous improvements to our products, processes, workflows, improved practices and more
  • Develop subject matter expertise to ensure Finch is up-to-date with the latest developments in the employment data API space

The Experience You’ll Need

  • Strong problem-solving skills and the ability to troubleshoot technical API issues
  • Excellent communication skills and the parallel ability to explain complex technical concepts to non-technical stakeholders, while diagnosing technical issues with
  • Experience working with APIs and back end technologies
  • Experience working with NodeJS, PostgreSQL, Redis, and with AWS cloud services
  • Knowledgeable with various API authentication and authorization methods; preferably OAuth

The Great, But Not Required, Experience

  • System design skills and experience working with distributed systems
  • Experience using Git in a professional environment
  • Proven proficiency in Computer Science, Engineering, or a related development field

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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Candidate Location Eligibility:
New York City, NY
San Francisco, CA
Seattle, WA

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • 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 the vibe like in the office?

Our SF office is compact, dynamic, and located in FIDI near Montgomery Bart. We have plenty of natural light, tasty snacks, and 8-10 team members that come in twice a week. But the real excitement comes from our new SOCIAL CALENDAR, with monthly events like trendy happy hours and fun offsites. We're a team that works hard and plays hard! :)

Michelle

Partnerships Manager

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

Product Manager

How has your career grown since starting at the company?

In less than a year and a half at Finch, I have experienced remarkable career growth, recently advancing to my third role. This speaks to leadership’s commitment to fostering growth from within and allowing employees like myself to continually challenge and elevate our capabilities while contributing meaningfully to the company’s evolving success.

Ryan

Account Executive

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?

The Experience team is new and focuses on improving touchpoints with our users. We recently updated how employer connections are shown on the developer dashboard. We're also working on improving the signup and onboarding process by creating easy-to-use sandboxes so that our prospects and users can try the new and existing features of the Finch API

Shehu

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
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Hybrid work model
In-person revenue kickoff
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.
Diversity
Documented equal pay policy
Mandated 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 insurance
Health, Dental, and Vision premiums are 100% covered.
Vision insurance
Health, Dental, and Vision premiums are 100% covered.
Health insurance
Health, Dental, and Vision premiums are 100% covered.
Wellness programs
Mental health benefits
Financial & Retirement
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
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
Flexible time off
Office Perks
Company-sponsored outings
Free daily meals
Finch provides monthly stipends for meals and groceries so everyone can access healthy food when working remotely.
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Lunch and learns
Promote from within
Continuing education stipend

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