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Fin (part of Intercom) is an AI Customer Agent company building the highest-performing AI customer support solution on the market. The Technical Support Engineer role is a hands-on, technical position focused on helping customers integrate Fin into their products, diagnose technical issues, and serve as the bridge between customers and product teams.
You will own customer communications and issues from initial contact through resolution, becoming a deep expert on Fin's capabilities and architecture. Key responsibilities include:
- Communicating efficiently with customers via inbox and phone support
- Debugging complex technical issues with understanding of both Fin's codebase and customer technologies
- Owning customer success from onboarding through ongoing optimization
- Collaborating with product teams to identify bugs, synthesize customer feedback, and inform product direction
- Building internal tools to increase team efficiency and effectiveness
- Influencing product strategy through daily customer interactions and consistent cross-functional collaboration
This is not a typical ticket-based support role. You'll need strong problem-solving skills, web development or engineering experience, and a genuine passion for troubleshooting and customer empowerment. The role emphasizes continuous improvement—you're encouraged to bring ideas and feedback on how processes and products could be better.
First 30 days: Complete onboarding, CS-specific training, product assessments, and begin paired inboxing sessions with customers. First 60 days: Continue training, independently handle customer inquiries, demonstrate ownership, and drive your own 1:1 agendas.
Hybrid position based in Chicago with expectation of 3 days in-office, 2 days remote (full-time office also welcome). This is a long-term support team role for someone excited about growing with Fin, not a springboard to other functions.
