Technical Support Engineer

At Finout, we've developed a powerful SaaS platform to help companies better understand and manage their cloud costs. As the world's first Cloud Resource Planning (CRP) platform, we empower businesses to gain complete visibility into their cloud infrastructure spending and correlate it with business outcomes. Our mission is to drive cost-effective innovation and efficiency for global leaders like Wiz, The New York Times, Lyft, AppsFlyer, ARMIS, and many more. We’re committed to achieving rapid growth while preserving our fun, vibrant startup culture.

About the Role

We are looking for a Technical Customer Support Engineer who will be responsible for supporting Finout’s US customer base regarding their technical inquiries with the platform. This role partners closely with our R&D, Product, and Customer Success teams to ensure customer satisfaction and resolution of their inquiries. It also requires a high level of ownership to ensure the customer inquiries are thoroughly understood and ultimately, resolved. This is a unique opportunity to join a quickly accelerating startup and make an outsized impact to the trajectory of the company.

At Finout, we’re not just building a product; we’re transforming how businesses approach cloud cost management. As a Technical Customer Support Engineer, you’ll play a crucial role in shaping our customer’s experience and driving our impact on the industry. Join us and help redefine the future of cloud cost management, all while enjoying the perks of a collaborative, innovative, and energetic team environment.

Requirements:

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 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.
Experience scaling Support processes and methodologies- Huge plus (Not required)
Experience working in monitoring or cloud cost management segments- Huge plus (Not required)

Experience:
4+ years

Responsibilities:

Primary liaison for technical customer inquiries. Responsibility spans from initial response time through to resolution.
Day to day activities can look like first response to Enterprise customers, triage across the customer base, further investigation and resource requests from various departments, managing escalations, and documentation both internally & externally. There is also an area of opportunity in this role to identify 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 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.