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.
About the role
- Customer Support Engineer providing technical support and training for Gearset users in a dynamic environment. Emphasizing a consultative approach to foster exceptional customer engagement and success.
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
Requirements
- 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
- Have experience working in a customer-facing technical support role, ideally for a SaaS product.
- Have a degree or equivalent
Benefits
- Starting salary is $60,000 - $65,000 per year
- 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
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