3-4 years as a Tier-2 or Senior Technical Support Engineer for SaaS or IT solutions
Experience in a fast-paced startup environment
Proficient in SQL for database querying and manipulation
Familiarity with at least two major cloud providers (AWS, GCP, Azure)
Experience with REST APIs
Strong independent work ethic with effective communication skills
Responsibilities
Support customers during Eastern business hours, Monday to Friday
Act as the first line of defense for triaging technical inquiries
Serve as the primary liaison for customer technical inquiries from initial response to resolution
Manage escalations and documentation for both internal and external use
Develop a deep understanding of the Finout platform for efficient support solutions
Utilize backend mechanisms and data structures for complex support issues
Collaborate with Product, Customer Success, and R&D teams to improve support services
Benefits
Opportunity to make a significant impact in a rapidly growing startup
Collaborative work environment with cross-functional teams
Potential for professional growth and skill development
Access to cutting-edge technology and tools
Flexible working hours within standard business times
Full Job Description
About the Role
We are looking for a Technical Customer Support Engineer who will be responsible for supporting Finout's US customer base regarding their technical inquiries with the platform. This role partners closely with our R&D, Product, and Customer Success teams to ensure customer satisfaction and resolution of their inquiries. It also requires a high level of ownership to ensure the customer inquiries are thoroughly understood and ultimately, resolved. This is a unique opportunity to join a quickly accelerating startup and make an outsized impact to the trajectory of the company.
We offer a competitive salary. The salary range will be around $100,000 - $140,000, annually.
What you'll do:
Support customers Monday through Friday in standard Eastern time zone business hours.
First line of defence for triage and customer technical inquiries
Primary liaison for technical customer inquiries. Responsibility spans from initial response time through to resolution.
Day to day activities can look like first response to Enterprise customers, triage across the customer base, further investigation and resource requests from various departments, managing escalations, and documentation both internally & externally. There is also an area of opportunity in this role to identify possible methods for improving Support in both the technical and the service layers.
Develop a deep understanding of the Finout platform to provide efficient end-to-end support solutions.
Utilize the platform's various backend mechanisms, processes, and data structure in order to provide support on complex backend capabilities.
Collaborate with Product, Customer Success, and R&D teams to address recurring issues and enhance support services.
Create and maintain internal documentation on platform functionalities and processes.
Begin customer support promptly during Eastern business hours, Monday to Friday.
What We're Looking For:
At least 3-4 years of experience as a Tier-2 or Senior Technical Support Engineer for a technical SaaS product, cloud-based solution, or IT tooling solutions.
Experience working in a fast-paced growth-mode startup environment.
Experience with SQL, including accessing and querying databases, manipulating data via advanced queries, and extensive knowledge of relational database structure.
Experience with at least two of the major cloud providers (AWS, GCP, and Azure).
Experience working with internal and external APIs (REST).
Ability to work independently while still communicating with the wider group regarding wider issues.
Huge plus, but not required:
Experience scaling Support processes and methodologies.
Experience working in monitoring or cloud cost management segments.
