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

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.

Technical Support Engineer

Key skills