Fieldguide · 2 days ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
$110K/yr - $135K/yr
3+ years expFieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners. As a Technical Support Engineer, you will remove roadblocks for customers encountering technical challenges across Fieldguide’s Auditing Platform, applying deep product expertise to diagnose and resolve issues.
AccountingAgentic AIArtificial Intelligence (AI)Cyber SecurityDocument ManagementFinTech
Responsibilities
Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares
Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers
Perform configuration and environment tuning to align customer setups with platform best practices and client requirements
Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities
Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting
Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement
Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates
Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas
Qualification
Required
3+ year of experience in Technical Support, IT, or another technical discipline
High emotional intelligence, with strong judgment on customer urgency and a commitment to timely, empathetic, and accurate support
Demonstrated critical thinking skills for troubleshooting, diagnosing, and resolving customer-reported technical issues
Strong technical aptitude with the ability to rapidly learn complex products and evolving platform features
Excellent written and verbal communication, capable of explaining technical concepts to both technical and non-technical audiences
Collaborative mindset with experience partnering across Engineering, Product, Customer Success, and other teams
Proven multitasking, prioritization, and time management in fast-paced environments
Preferred
Background in a B2B SaaS setting
Highly self-motivated and autonomous, capable of managing priorities and driving customer outcomes while working independently for most of the day
Familiarity with ticketing tools such as Shortcut or JIRA for case management and escalations
Comfort with basic SQL queries, API debugging, or data integration concepts
Knowledge of auth standards and protocols such as OAuth, SAML, and SSO
Hands-on experience with AI-enabled support tools and automation
Experience with session replay or log analysis for debugging customer scenarios
Degree in a relevant field, for example Information Systems, Information Technology, Business, Accounting, Engineering, Communications, Technical Writing, or a related area
Benefits
Competitive compensation packages with meaningful ownership
Flexible PTO
401k
Wellness benefits, including a bundle of free therapy sessions
Technology & Work from Home reimbursement
Flexible work schedules
Company
Fieldguide
Agentic AI for Audit and Advisory.
51-200 employees
H1B Sponsorship
Fieldguide has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
Funding
Current Stage
Growth StageTotal Funding
$50MKey Investors
KPMGBessemer Venture Partners8VC
2025-10-23Corporate Round
2024-03-26Series B· $30M
2022-03-02Series A· $17M
Leadership Team
Jin Chang
CEO, Co-Founder
Chris Szymansky
Co-Founder / CTO
Recent News
2025-11-19
Company data provided by crunchbase