Technical Support Specialist
Core
Provide world-class technical support for Fin (AI Customer Agent) and Intercom platforms, resolving complex customer issues and driving product improvements.
Role type
Senior Technical Support Specialist (SaaS/AI)
Builds
Customer support workflows and product feedback loops for Fin and Intercom
Domain
SaaS, Customer Experience, AI Agents
Deliverable
client delivery
Required skills
Technical support experience in SaaS, API/webhooks knowledge, debugging complex issues, AI tool utilization, KPI management, cross-functional collaboration
Preferred skills
Tier 2 support experience, Intercom platform experience, coaching/mentoring, subscription optimization
Technologies
Intercom, Slack, Chrome, Coda, REST API, AI tools (Glean, ChatGPT, Gemini)
Responsibilities
Own customer communications from initial contact to resolution, debug complex technical issues, collaborate with product teams to drive improvements, build internal efficiency tools, influence product direction via customer feedback
Seniority
Mid-Senior, hands-on IC