Technical Support Engineer

Summary

Join Fingerprint's Customer Success team as a Technical Support Engineer! In this key role, you will provide technical support to customers, troubleshoot issues, and ensure seamless API integration. You'll work closely with customers, guiding them through onboarding and optimization processes. You will leverage your JavaScript expertise to create sample code, develop automation scripts, and enhance documentation. Collaboration with cross-functional teams is essential to improve customer experience and inform product development. This is a fully remote position.

Requirements

• Experience in a technical support, customer success, or engineering role (2-3 years preferred)
• Strong proficiency in JavaScript, with experience writing and maintaining automation scripts
• Understanding of API concepts, RESTful architecture, and web services
• Excellent problem-solving and debugging skills, with the ability to analyze technical challenges and propose effective solutions
• Strong communication skills, with the ability to explain technical concepts to diverse audiences
• Self-motivated, proactive, and comfortable working independently and collaboratively

Responsibilities

• Serve as the primary technical contact for self-serve customers, responding to inquiries, troubleshooting issues, and providing solutions through Zendesk
• Analyze internal logs to diagnose and resolve customer challenges efficiently
• Monitor API usage and performance to proactively identify and address potential issues
• Guide customers through the integration of our APIs into their web and mobile applications via written communication and live working sessions
• Ensure customers have the resources and support they need to successfully implement our technology
• Provide technical guidance by creating sample code snippets and offering tailored recommendations to improve customer integrations
• Develop automation scripts for API testing, validation, and monitoring
• Create and maintain clear, user-friendly documentation to support self-service troubleshooting
• Collaborate with the Product Enablement Engineer to enhance onboarding, retention, and growth strategies for customers
• Act as a bridge between customers and the Product team, sharing insights to inform product improvements

Preferred Qualifications

• Experience with API testing tools and frameworks
• Exposure to mobile app development
• Familiarity with SQL

Benefits

100% remote company