Intercom develops a customer communications platform powered by AI agents that automate and personalize support interactions for digital businesses.
<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.</p> <p>Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.</p></div><h2>What's the opportunity?</h2> <p>The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways. </p> <p>In this role, you will be directly responsible for helping people integrate Fin into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Fin, sticking with them every step of the way to ensure they get the most value from our product. </p> <p>This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into other areas or <a href="https://www.intercom.com/careers">jobs at Fin</a>, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Fin. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers. </p> <p>This position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred.</p> <h2>What will I be doing?</h2> <ul> <li>Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.</li> <li>Owning customer communications and issues from initial contact until resolution.</li> <li>Becoming an encyclopedia of knowledge about how Fin works and what it is capable of.</li> <li>Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.</li> <li>Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.</li> <li>Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.</li> <li>Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.</li> <li>Influencing the direction of the Fin product through daily communication with our customers and consistent collaboration with our product teams.</li> </ul> <p><strong>What your first 6 months will look like:</strong></p> <p><span style="text-decoration: underline;"><em>In your first 30 days you will: </em></span></p> <ul> <li>Complete company onboarding, becoming familiar with Fin’s values, strategy, and goals.</li> <li>Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.</li> <li>Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.</li> <li>Showcase successful and proactive communication about your training progress and needs/questions that arise.</li> </ul> <p><span style="text-decoration: underline;"><em>In your first 60 days, you will: </em></span></p> <ul> <li>Continue to complete CS trainings and pass relevant assessments successfully and on schedule.</li> <li>Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query.</li> <li>Demonstrate ownership in the execution of your work.</li> <li>Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.</li> </ul> <p><span style="text-decoration: underline;"><em>In your first 90 days, you will: </em></span></p> <ul> <li>Receive QA reviews and action feedback.</li> <li>Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.</li> <li>Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.</li> <li>Successfully meet KPI targets and/or goals.</li> <li>Demonstrate Fin’s Values in your work and ali