Senior Technical Support Engineer at Sentry responsible for assisting developers and enhancing software usage. Engaging in real - time support and contributing to community channels.
About the role
- Support Engineer role assisting customers with Cronofy’s scheduling products. Managing customer inquiries and troubleshooting technical issues collaboratively with internal teams.
Responsibilities
- Helping customers use Cronofy effectively
- Building an in-depth understanding of Cronofy’s API, Scheduler tool, and the problems our customers face; becoming a Scheduling Expert
- Managing, investigating, and resolving customer support tickets.
- Taking ownership from first response through to resolution
- Troubleshooting technical issues, identifying root causes, and problem solving across a range of customer use cases
- Providing exceptional customer service by offering advice, resolving confusion, and identifying possible bugs for our customers
- Writing clear and helpful documentation for existing and upcoming features
- Searching for opportunities to improve processes and support continuous improvement within the department
- Working with Success, Product, Engineering, and Sales teams to understand and help customers
Requirements
- Experience with an API or SaaS based business supporting a product
- Technical customer support experience
- Development experience with API’s, NodeJS, Ruby on Rails, C(all), PHP or Go is preferred but not essential
- Sysadmin experience with MS Exchange and/or Office365 is preferred but not essential
Benefits
- Pension scheme matched at 5%
- 25 days holiday in addition to flexible national holidays.
- 6 personal development days per year to use for L&D, charitable causes or similar
- Private medical care with Bupa Medicash
- Proactive cash plan for dental, optical etc.
- EAP - Employee Assistance Programme providing 24/7 mental health support
- Extended maternity and paternity leave for new parents and adoption
- Pleo card for work expenses, hardware, travel etc.
- A flexible approach to working; remote, office or hybrid
- A principles driven culture that provides the framework for autonomous decision making and personal development.
Job title
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Experience level
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Degree requirement
No Education Requirement
Tech skills
Location requirements
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