Support Engineer, Fieldguide
€105-115k
+ Equity
Software for assurance & advisory firms
Be an early applicant
Software for assurance & advisory firms
21-100 employees
Be an early applicant
€105-115k
+ Equity
21-100 employees
Company mission
Fieldguide's mission is to increase trust in commerce and capital markets.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- As a Technical Support Engineer, you’ll remove roadblocks for customers encountering technical challenges across Fieldguide’s Auditing Platform
- You’ll apply deep product expertise to diagnose and resolve issues, conduct hands-on technical work, and guide customers toward successful outcomes with Fieldguide
- 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
Our take
Fieldguide offers a cloud-native collaboration and automation platform for accounting and advisory practices. The idea is to make workflow and collaboration more streamlined, and automate parts of it altogether, for teams working on cybersecurity, risk, and ESG audits.
Fieldguide has launched with a focus on three high-demand and high-growth areas of business. With cybersecurity and ESG in particular seeing increased corporate investment, thanks to the steep costs of error or regulatory non-compliance, demand for tech that can help manage this influx of auditing work is likely to grow fast. Indeed, Fieldguide has received an impressive funding injection which will see the company looking to expand the kinds of audit their product applies to, as well as aggressively growing their team.
Fieldguide has already netted some key audit and advisory firms as clients and a substantial Series B funding round, suggesting that the young company is onto something good. Internal productivity tools are seeing a boom across multiple industries, with automation also seeing a significant uptake for enterprise businesses. If Fieldguide can successfully manage its scale-up, it could become an important software player.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2024
$30m
SERIES B
Mar 2022
$17m
SERIES A
Total funding: $47.4m
Company benefits
- Health
- Dental
- PTO
Company HQ
Eureka Valley, San Francisco, CA
Leadership
Chris Szymansky
(CTO)Previously co-founded live video streaming platform Vivo, before moving on to work in software development at Fireman Creative. Subsequently held various high level positions, including CTO at JazzHR, and VP of Engineering, Product, and Design at Atrium.
Jin Chang
(CEO)Originally a Management Consultant at EY, before co-founding blockchain aggregation API company, Bitbutter. Moved on to serve as Chief of Staff at Atrium.
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