About Us:

Mint is a venture–funded startup located in downtown Mountain View, CA. The company launched it’s free, effortless, online money management service, Mint.com, in September, 2007 with a big win at TechCrunch 40. It’s quickly become the leading personal finance application on the Web – with more than 350,000 users.

Because Mint.com solves the long–standing problem of easy and free budget and finance management, Mint.com has caught the attention of major national media. The product has also won recognition and multiple awards, including two Webby Awards and an American Business Award. Mint.com is PC Magazine Editors’ Choice, and PCWorld’s top rated service, in the online personal finance category.

The company is led by an experienced executive and engineering team , and has attracted funding from top tier venture capital firms and angel investors.

Title: Technical Customer Advocate

Job Description

Have enough technical expertise in SQL, scripting, and Unix to dig deep and come up with the big win?  If you’re a geek at heart, but would rather solve customer issues than maintain code, this may be the position you’ve been waiting for.

As a member of Mint’s Customer Advocacy team, the Technical Customer Advocate will be primarily responsible for identifying, investigating, reporting and communicating the resolution of complex technical issues that are impacting the Mint user experience.  This position will serve as a level two support, focusing on issues that require detailed exploration via SQL, UNIX command line and some light scripting.   The position will report to the Director if Customer Advocacy and will work heavily with Product Management, Engineering, Customer Advocacy Agents and Mint partners.   Ideal candidates have an engineering, computer science, programming, or MIS background; have worked in enterprise technical support; and do Excel number crunching with mastery.  A successful candidate will have an inquisitive nature, love problem solving, posses strong critical thinking skills and a desire to create a great customer experience.

Responsibilities

• -          Triage and identify issues across multiple channels (agents, forums, partners) and serve as the primary technical contact for the front line Customer Advocacy team
• -          Lead root cause investigation and decision on appropriate action in order to achieve resolution.  This will involve working heavily with Mint engineering & data partners
• -          Own, update and regularly report on issue status, including communicating resolution of issues back to customer service
  

Skills & Experience

• -          Comfort is working with data (SQL, Excel)
• -          Comfort working with rudimentary statistics & metrics
• -          Solid working experience with Unix (used in log analysis primarily)
• -          Experience scripting with Perl or Python
• -          Problem solver, great critical thinking skills
• -          Great verbal and written communication skills
• -          Experience is enterprise technical support is a plus
• -          BS with an engineering degree
  

*Criminal and social security background checks are required.