Technical Support Engineer

About Fin

Fin is a leading AI Customer Agent company focused on helping businesses deliver exceptional customer experiences by providing flawless, round-the-clock support throughout the customer journey—encompassing service, sales, and ecommerce channels. Powered by proprietary AI models, Fin's platform manages complex customer issues end-to-end with minimal configuration. Additionally, Fin integrates natively with Intercom help desk to offer a unified system tailored for modern support teams.

Established in 2011, Fin has rapidly expanded to become one of the largest private software firms globally, servicing nearly 30,000 companies worldwide. The company thrives on its core principles of pushing boundaries, rapid development, and delivering exceptional value for its customers.

Role Overview

The Technical Support Engineer will utilize their engineering or web development background to create outstanding customer experiences while assisting and educating clients internationally. This hands-on role goes beyond traditional ticket support by collaboratively solving challenging technical problems with customers and partnering closely with product teams to improve the product.

Responsibilities include guiding users through Fin integration, troubleshooting and documenting issues, ensuring product usability, and serving as a crucial liaison between customers and development teams.

Work Arrangement

This position adopts a hybrid model, requiring attendance at the Dublin office at least three days per week with the option to work remotely the other two days, or on-site full-time if preferred.

Key Responsibilities

• Efficiently communicate with customers primarily using Fin's own platform, supplemented with outbound phone support as needed.
• Manage end-to-end customer communications and issue resolution.
• Develop deep expertise regarding Fin's capabilities and operations.
• Ensure all customers have a seamless experience, striving for simplicity, reliability, and performance in the product.
• Collaborate with product teams to identify and relay feedback, offering well-informed suggestions for enhancements.
• Diagnose and resolve complex technical issues involving Fin's codebase and customers' technologies.
• Build and maintain tools that improve team efficiency and processes.
• Influence product direction through ongoing communication with customers and collaboration with product teams.

Initial Onboarding and Growth Milestones

• First 30 days: Complete onboarding, learn company values and processes, undergo customer service training, and begin supervised customer interactions.
• By 60 days: Progress training to work independently on customer issues, demonstrate ownership, and communicate proactively.
• By 90 days: Receive quality assurance feedback, start personal development planning with management, contribute improvement ideas, meet KPIs, and exemplify company values.

Required Skills and Experience

• 1 to 2 years experience in a technical support role.
• Basic understanding of web development technologies including HTML, JavaScript, CSS, as well as Git, Ruby, Rails, and APIs.
• Knowledge of REST APIs, SDKs, and Webhooks.
• Familiarity with modern tools such as Slack, Chrome, Coda, and Asana.
• Strong customer focus with a passion for helping users.
• Excellent communication skills including ability to question, clarify, empathize, and use appropriate tone.
• Critical thinking and problem-solving abilities with capacity to learn quickly.
• Competence in troubleshooting and using available resources effectively.
• Receptive to feedback and eager to integrate improvements.
• Enthusiasm for working in a dynamic support environment that embraces workflow automation and experimentation.
• Experience meeting Key Performance Indicators or similar metrics.

Preferred Qualifications

• Completion of coding bootcamps or technical programs.
• Prior experience in troubleshooting roles.
• Understanding of code syntax and supported frameworks.
• Experience configuring iOS/Android Plugins (mobile SDKs).
• Familiarity with native mobile application development.

Benefits

• Competitive salary and equity participation in a rapidly growing startup.
• Provided lunch every weekday along with snacks and a fully stocked kitchen.
• Regular salary reviews rewarding strong performance.
• Unlimited access to advanced AI tools and encouragement to innovate.
• Pension scheme with up to 4% employer match.
• Life assurance along with comprehensive health and dental insurance for employees and dependents.
• Flexible paid time off policy.
• Parental leave: paid maternity leave and six weeks paid paternity leave.
• Cycle-to-work scheme including secure bike storage.
• Standard issue MacBooks or Windows machines when required.

Company Policies

Fin operates a hybrid work policy emphasizing in-person collaboration while accommodating flexible remote work. Employees are expected to spend at least three days weekly in the office to maintain company culture and teamwork.

The company fosters an open and respectful environment, deliberately avoiding divisive social or political discussions internally and externally. Fin values personal expression but focuses corporate communication strictly on its work and goals.

Committed to inclusivity, Fin follows Equal Employment Opportunity policies, ensuring no discrimination based on any legally protected characteristics including race, gender, disability, sexual orientation, or veteran status.