Finout Technical Support Engineer at Finout providing technical support to US customers for the Finout platform. Collaborates with R&D, Product, and Customer Success teams to resolve inquiries and improve support.
Responsibilities
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.
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.
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.
Qualification
Experience with SQLHuge plus
Required
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.
We're a hybrid company with a big vision and a startup soul. If you’re excited to help shape the future of cloud infrastructure and join a team that cares deeply about what (and how) we build—we’d love to meet you.
