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Customer Support Engineer (US hours)

Cambridge, Cambridgeshire
Job Type
5 Sep 2022
Many companies pay lip-service to "Customer Success". At Gearset, we're looking for Customer Support Engineers and Technical Support Engineers to join a company where it's a core part of our DNA. Join us and you'll get to: - Work in a high-trust environment where you're given the freedom and support to succeed without internal politics and endless red-tape - Get to work as part of a world-class technical support team, with industry recognised training and a chance to build deep technical knowledge on Salesforce DevOps - Enjoy excellent benefits as part of one of the top 3 tech companies to work for in the UK The team The Customer Success team is responsible for creating lasting relationships with our customers and ensuring they see a high level of success with Gearset. We believe in a highly consultative approach, deeply understanding our users and their challenges to deliver exceptional customer support, training and satisfaction. Our approach to support is friendly, personal, and fun, and we prioritize engaging in dynamic conversations without relying on predetermined scripts or automated bots. The role As a Customer Support Engineer, you'll be 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 technical support position. You'll have a high level of independence to manage and service our customers' needs, supporting our long term growth and success. If you're driven by understanding how things work, committed to delivering a great customer experience, and able to digest and explain complex topics, this role could be right for you. As a Customer Support Engineer at Gearset you'll Act as the first point of call for users with questions about Gearset, prioritising and responding to their questions through in-app chat, by email, and on technical screen-shares Diagnose and debug complex issues by developing a deep understanding of Gearset, Salesforce, our users, and their challenges Provide consultative support and advice to our users on how to best use Gearset and streamline their Salesforce development process, helping them successfully implement best practice and support internal change Be a customer champion, ensuring their views are represented in the company Influence and drive 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 Contribute to our support documents to ensure they're clear and accurate, and research and write new content to fill any gaps After an initial training period on UK hours, you'll primarily work US East Coast hours (2pm - 10pm UK), helping support our global user base What we're looking for You've got at least one year's experience working in a customer-facing technical support role, ideally for a SaaS product You have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity You're driven by a genuine desire to deliver the best for the end users You have demonstrable exceptional writing skills and attention to detail You have user empathy, and an aptitude for using this to foster user relationships that resonate and engage You've got excellent organisation and prioritisation skills Having a bachelor's degree or equivalent direct work experience would be a bonus, as would previous experience in technical support roles or problem solving in a technical environment Salary, benefits, and hours Salary is £32k - 45k, depending on experience This is a full time opportunity, working Monday to Friday; in our Cambridge office; hours will primarily be US East Coast (2pm - 10pm UK) 25 days holiday plus bank holidays Company Pension Plan (matching up to 5%) Bupa health care Life Insurance & Critical Illness cover Flexible working hours Free lunch in the office Discounted gym membership, as well as many other wellness benefits About us Gearset is the leading DevOps solutions for the millions of people developing on Salesforce, the world's biggest CRM. We have the fast paced exciting environment of a start-up, with the success, stability, and ambition of a scale up. In a few short years, we've rocketed from a 7 person start-up to over 180 people, and have become the DevOps solution of choice for some of the world's biggest companies, including IBM, McKesson, and even Salesforce themselves. In the last 18 months we've opened offices in Belfast and Chicago, alongside our Cambridge (UK) HQ. We're proud of what we've built and how we've built it. We work as a team, where attributes of trust, openness and honesty are key, as they allow us to have a feedback-driven culture that keeps us improving to deliver the best solution for our customers. Alongside our Glassdoor score of 4.9/5, and customer G2 scores of 4.7/5, we recently gained $55 million in funding, and received three awards from Best Companies UK in 2022. This includes the Best Company to work for in the East of England, UK Top 5 Best Mid-sized Company and Top 3 Best Technology Company to work for in the whole of the UK
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  • Job Reference: 704431146-2
  • Date Posted: 5 September 2022
  • Recruiter: Gearset
  • Location: Cambridge, Cambridgeshire
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent