Customer Support Engineer

Summary

Join Fingerprint as a Customer Support Engineer and become a leading expert in our product, acting as the face of Fingerprint to our users. You will assist customers with onboarding, questions, feature requests, and bug reports via 1:1 video calls and emails, educating them on best practices and helping them leverage our product. You will act as a liaison between the product team and customers, amplifying customer voices in product development. This role requires strong JavaScript skills and experience in a customer-facing role with a focus on API products. The base salary range is $70,000-$80,000 + bonus. Fingerprint is a globally dispersed, 100% remote company with a strong open-source focus.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• You enjoy talking to people and helping them solve their problems
• 3-5 years in a customer-facing role, preferably as a Customer Success Engineer, Technical Support Engineer, or similar role, with a focus on API products
• Strong proficiency in JavaScript and a solid understanding of API concepts, RESTful architecture, and web services
• Strong written and verbal skills in English
• Naturally empathetic, with a willingness to step into customers’ shoes
• Some familiarity with SQL

Responsibilities

• Conduct 1:1 onboarding consultations to assist customers in seamlessly integrating our APIs into their web and mobile applications
• Serve as the primary technical contact for our customers, addressing inquiries, troubleshooting issues, and providing effective solutions
• Act as a liaison between the product team and customers, amplifying customer voices in product development
• Monitor API usage and performance to identify and resolve potential issues before they impact customers
• Utilize your JavaScript skills to craft sample code snippets and offer tailored recommendations to optimize customer integrations
• Develop automation scripts for API testing, validation, and monitoring processes
• Educate users on product nuances, build strong relationships, manage the self-service book of business, and identify expansion opportunities
• Increase user adoption and activation through training, consultations, demos, and office hours

Preferred Qualifications

• Experience with API testing tools and frameworks
• Experience with mobile app development

Benefits

The base salary range for this role is $70,000 - $80,000 + bonus