{"id":3059,"url":"https://alion.io/job/intercom-technical-support-engineer","title":"Technical Support Engineer","company":{"id":1294,"name":"Intercom","domain":"intercom.com","url":"https://alion.io/company/intercom","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":123,"ghost_share":0.187,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":125,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":98000,"currency":"USD","period":"year","gross":null,"usd_annual":98000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentforce","optional":false},{"name":"AI Agents","optional":false},{"name":"Claude","optional":false},{"name":"Cursor","optional":false},{"name":"Git","optional":false},{"name":"Intercom","optional":false},{"name":"JavaScript","optional":false},{"name":"Rest API","optional":false},{"name":"Ruby","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2025-07-31T08:04:47Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-17T08:53:05Z","board_verified":true,"closed_at":null,"days_open":443,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":442},"description":"Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.\nOur AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system.\nTogether with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.\nReady to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.\nWhat's the opportunity?\nWith the advent of AI, the nature of customer support has changed dramatically - as have the humans who provide it. Our next Technical Support Engineer will be someone who thrives in autonomy, is deeply curious, innately technical, fluent in AI tools and holds an extremely high bar not just for themselves, but for their teammates.\nAs a Technical Support Engineer, you'll own the most complex technical queries around some of our most nuanced features, serve as a point of escalation for your colleagues for the most nuanced investigations, consistently provide world class customer support, collaborate with our customers proactively to help them make the most of our platform and help drive improvements in product, processes, and peer development. You'll use AI tools alongside your own expertise to handle complex cases efficiently and play a role in shaping a culture of continuous improvement. We ship product updates consistently, so if constant learning excites and energizes you, this environment will suit you well!\nIf this is the kind of role that excites you, then we want you as our next Technical Support Engineer.\nThis position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred.\nWhat will I be doing?\nCommunicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too\nOwning customer communications and issues from initial contact until resolution\nBecoming an encyclopedia of knowledge about how Fin & the Intercom platform works and the solutions they can offer.\nBeing the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.\nWorking directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.\nDebugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.\nUtilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.\nInfluencing the direction of the Fin product through daily communication with our customers and consistent collaboration with our product teams.\nWhat your first 6 months will look like:\nIn your first 30 days you will: \nComplete company onboarding, becoming familiar with Fin’s values, strategy, and goals.\nDive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.\nStart talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.\nShowcase successful and proactive communication about your training progress and needs/questions that arise.\nIn your first 60 days, you will: \nContinue to complete CS trainings and pass relevant assessments successfully and on schedule.\nIndependently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query.\nDemonstrate ownership in the execution of your work.\nShowcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.\nIn your first 90 days, you will: \nReceive QA reviews and action feedback.\nBegin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.\nContribute outside of the inbox via sharing suggestions and ideas for how we can improve.\nSuccessfully meet KPI targets and/or goals.\nDemonstrate Fin’s Values in your work and alignment with the company vision and strategy.\nWhat skills do I need?\nRemember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!\n2+ years of technical support experience.\nInnate comfort in using AI tools (e.g. Claude, Cursor) to write and interpret code and technical problems.\nUnderstanding of web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs.\nUnderstanding of REST API, SDKs & Webhooks.\nSolid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.).\nStrong customer focus (excels at & enjoys helping customers).\nStrong communication skills (ability to question, clarify, empathize, use appropriate tone & language, personable).\nStrong problem solving skills (ability to think critically and learn on-the-fly).\nAbility to troubleshoot and utilize resources to answer questions on baseline topics.\nAbility to take on & action feedback.\nExcitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.\nDemonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.\nBonus skills & attributes\nCompletion of technical coding bootcamps, programs, courses, etc.\nPrevious experience working in a troubleshooting environment.\nUnderstanding code syntax or use of specifically supported frameworks.\nExperience configuring our supported iOS/Android Plugins (mobile SDKs).\nFamiliarity with native mobile development.\n*Proof of eligibility to work in the United States is required.\nThe base salary range for candidates within the Greater Chicago Area is $85,000 - $98,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE).\nUnleash Your Potential\nWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.\nIn the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer atfin.ai/careers. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. \nPolicies \nFin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.\nWe have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values. \nSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. 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