Technical Support Engineer

The role

This person will support the US customer base regarding technical inquiries with the Finout platform. They will partner with R&D, Product, and Customer Success teams to ensure customer satisfaction and resolution.

What you will do

• First line of defence for triage and customer technical inquiries
• Primary liaison for technical customer inquiries from initial response through to resolution
• Provide first response to Enterprise customers
• Triage across the customer base
• Perform further investigation and resource requests from various departments
• Manage escalations
• Create and maintain internal and external documentation
• Identify possible methods for improving Support in technical and service layers
• Develop a deep understanding of the Finout platform
• Utilize platform backend mechanisms, processes, and data structure

Required qualifications

• 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

Nice to have

• Experience scaling Support processes and methodologies
• Experience working in monitoring or cloud cost management segments

Benefits

• Competitive salary

About the company

Finout helps companies make smarter, faster, and more strategic decisions about cloud spend. The company has over 100 people across Tel Aviv and New York.