Sr. Technical Support Engineer

About The Position

At Finout, we’ve developed a powerful SaaS tool aimed at helping companies achieve a deeper understanding of their cloud service costs and manage them more effectively. We’re proud to have global customers like the New York Times, Wiz, Choice Hotels, BigPanda, Mobileye, and plenty more. Our company is rapidly growing, all while maintaining a young and fun vibe!

We are looking for a Senior Technical Support Engineer who will be responsible for handling Customer Support activities in the US. This is a unique opportunity to join a quickly accelerating startup in a hot space and make an outsized impact to the trajectory of the company.

Requirements:

• Take ownership of US-based technical support operations , including first response to Enterprise customers, handling escalations, communicating internally with various teams regarding technical issues, documenting technical issues internally and externally, and identifying 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 Tier-2 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.