Support Engineer at Fieldguide

Dublin, County Dublin, Ireland

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€105,000 – €115,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cybersecurity, Audit, Financial ServicesIndustries

Requirements

3+ years 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

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

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportTroubleshootingProduct ExpertiseError DiagnosisScreen SharingAuditing Platform

Questions & Answers

Common questions about this position

What is the salary range for the Support Engineer position?

The salary range is €105K - €115K.

Is this a remote or hybrid role, and where is the company based?

The role is hybrid, and the company is based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere.

What technical skills are required for the Technical Support Engineer role?

Key skills include investigating error messages and root causes, using technical utilities like session replay, log review, browser developer tools, and API clients like Postman, performing configuration and environment tuning, and building expertise in SME domains.

What is the company culture like at Fieldguide?

Fieldguide’s team is inclusive, driven, humble, and supportive, with a deliberate focus on building a great culture, valuing diversity in backgrounds and experiences, and supporting each other's growth.

What makes a strong candidate for this Support Engineer role?

Strong candidates take end-to-end ownership of customer issues, have strong adjacent experience even if not meeting 100% of requirements, and are excited about the mission with enthusiasm for building great culture and product.

Fieldguide

AI platform for audit and advisory services

About Fieldguide

Fieldguide enhances audit and advisory processes for businesses using artificial intelligence through its main product, the AI Advisory & Audit Cloud. This platform is designed for large advisory and audit firms, helping them save time, improve profit margins, and increase client satisfaction while managing various regulatory frameworks. Fieldguide's subscription-based model offers features like engagement management and automated report generation, making it more efficient than traditional methods. The company's goal is to transform the audit and advisory landscape with a modern, AI-driven experience.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$45.9MTotal Funding

SERIES_BCompany Stage

Consulting, Fintech, AI & Machine LearningIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

401(k) Retirement Plan

Wellness Program

Home Office Stipend

Flexible Work Hours

Risks

Increased competition from other AI-driven audit platforms could erode market share.

Rapid AI technology development may lead to obsolescence if Fieldguide doesn't innovate.

Reliance on venture capital funding poses a risk if future rounds are unsuccessful.

Differentiation

Fieldguide offers the only end-to-end AI platform for audit and advisory services.

The platform supports multiple regulatory frameworks, enhancing its versatility for firms.

Fieldguide's AI Advisory & Audit Cloud improves efficiency and client satisfaction.

Upsides

Fieldguide's AI platform addresses the CPA talent shortage, increasing demand for its services.

The launch of Fieldguide Insights capitalizes on data-driven decision-making trends in CPA firms.

Strategic partnership with Allinial Global enhances market reach and credibility.

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