About the role

Customer Support Engineer delighting users while adopting Gearset software and providing world-class technical support. Responsible for consultative support and user engagement to enhance customer satisfaction.

Responsibilities

Our Customer Support Engineers are responsible for ensuring everyone who interacts with Gearset receives world-class customer support. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position
You’ll have a high level of independence to manage and service our customers’ needs, supporting our long term growth and success
Provide consultative support and advice to our users on how to best use Gearset and streamline their development process
Help diagnose and debug complex issues by developing a deep understanding of Gearset, Salesforce, our users, and their challenges
You’ll be supported by a brilliant team of 20+ technically minded teammates in the customer success engineering role, working with a highly engaged and responsive engineering team
You’ll be the first point of contact for users with questions about Gearset, prioritising and responding to their questions through in-app chat, by email, and on technical screen-shares
Be a customer champion, ensuring their views are represented in the company
Influence product development by working closely with our product, marketing, and sales teams to collect and digest user feedback
Maintain a laser focus on quality, with top-notch written and spoken communication
Own and contribute to our support documents to ensure they’re clear and accurate, and research and write new content to fill any gaps

Have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity
Are driven by a genuine desire to deliver the best for the end users
Have demonstrable exceptional writing skills and attention to detail
Have user empathy, and an aptitude for using this to foster user relationships that resonate and engage
Got excellent organization and prioritization skills
Great to haves
Have experience working in a customer-facing technical support role, ideally for a SaaS product.
Have a degree or equivalent

Starting salary is $60,000 - $65,000 per year
This is a 6 - 8 month fixed term contract role
Working hours are full time, 40 hours a week, working Monday to Friday; based from our River North office, but with the opportunity of flexible home working.
Hours will be a combination of 9-5pm, 11-7pm and noon-8pm (CT). You may be involved in our on-call rota for out of hours support on occasion.
Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to $2000 per year
25 days vacation allowance plus public holidays
Opportunity to join our Long Term Incentive scheme
Dental, vision and healthcare plans (100% for you, 50% for your dependants)
401k matching (up to 4%)
Access to additional health and wellness resources via our Employee Assistance Program and MarketPlace - Perks at Work
Save money on your commute to work with our Commute Benefits Program
Life insurance