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Finch is unifying employer systems such as HR, payroll, benefits, and employee identity under a single API.
The Role
The Technical Support Engineer will manage inbound tickets, provide technical solutions, collaborate with teams, and enhance developer experience with Finch's products.
Summary Generated by Built In
About Finch
We are on a mission to revolutionize employment by building the infrastructure that powers every facet of work. 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
- 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 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
The Experience 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.
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
This is a hybrid role requiring two days per week in our downtown San Francisco office.
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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Top Skills
APIs
Git
What the Team is Saying
Phil
Account Executive
Aren
Software Engineer
Lauren
Product Operations
Michelle
Partnerships Manager
Ryan
Account Executive
Alex
Product Manager
Ansel Parikh
Co-Founder
Shehu
Software Engineer
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The Company
What We Do
The world is moving towards more standardized, open, and interconnected data systems. However, employment infrastructure remains complex, closed, and fragmented.
Our mission is to democratize access to the infrastructure that underpins the employment sector and unlock much-needed innovations and create tremendous economic activities for both employers and employees.
Why Work With Us
We're a team of problem solvers who aren’t afraid to challenge assumptions and we take pride in building a high-ownership culture. We value ongoing feedback, constructive debates, commitment, and above all — honesty! We are excited about the scope of the problems we address and the potential impact our work can have on the global workforce.
Gallery
Finch Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are a hybrid organization with offices in San Francisco and New York City. While we respect the dynamic environment many of us have been in since the start of the 2020s, we also recognize the value of collaborating in-person.
Typical time on-site:
2 days a week
