Support Engineer

Cronofy; Nottingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company in Nottingham is seeking a Support Engineer to provide exceptional customer support and resolve technical issues. This role offers a pathway into software engineering, working closely with the Engineering team on product development. The ideal candidate will have experience in technical support, particularly in API or SaaS environments, and will thrive in a collaborative, principles-driven culture.

Benefits

Pension scheme matched at 5%

25 days holiday plus flexible national holidays

6 personal development days per year

Private medical care with Bupa

Employee Assistance Programme for mental health support

Extended maternity and paternity leave

Flexible working options

Qualifications

• Experience in technical customer support for API/SaaS products.
• Development experience with APIs preferred but not essential.

Responsibilities

• Triaging tickets and providing 1st to 3rd line technical support.
• Engaging with Engineering team for technical solutions.
• Creating and maintaining documentation.

Skills

Technical customer support

Problem solving

Documentation

Education

Experience with an API or SaaS

Tools

NodeJS

Ruby on Rails

PHP

Go

Job description

About us

Cronofy is a high-growth technology company headquartered in Nottingham, UK. Our mission is to be the go-to scheduling infrastructure for high performance companies globally.

Over the past 11 years, we've grown a self-sustaining, profitable business serving businesses around the world. From market leaders like GoDaddy, Houzz and Indeed through to the smallest tech start-ups. We're truly international, with over half of our customers in the US with the remainder across EMEA and APAC.

Our Customer Support team provides first-class service, with a Customer Satisfaction rating of >97%. It's an incredibly exciting time to join us, following recent funding we are in a strong position to enhance our core offering and expand into growing international markets. We are now looking for someone to help support the growth of the unparalleled Scheduling products that Cronofy offer.

We are passionate about helping people grow their careers whilst at Cronofy. Once you have demonstrated your capability as a Support Engineer you will be able to choose the path you want to take into Software Engineering, either product development or SRE (site reliability engineering). This makes the role ideal for someone looking to take their first steps in a software engineering career.

The role

Part of the Technical Support team, the role of Support Engineer is to support Cronofy's customers, resolving technical issues and queries whilst providing first-class customer support. The Support Engineer is responsible for fielding questions from the Cronofy customer base. Not only that, but they will take ownership of customer issues, ensuring they're seen through to completion. Alongside resolving issues for customers, the Support Engineer will be responsible for reviewing and updating our documentation pages .

This person cares about customer experience, dealing with other Cronofy team members across the business, and ensures that customers have positive experiences with Cronofy. This role will also work alongside the Engineering team on a range of product development projects that will, in the long term, aid the ability to support customers on technical product-related issues.

This role reports to Rachael, Support Team Lead.

Key Responsibilities:

• Triaging tickets
• 1st, 2nd and 3rd line technical support
• Identifying and resolving customer issues into practical solutions
• Troubleshooting, software testing, reproducing issues, bug fixing and fact finding to resolve tickets
• Creating and maintaining Zendesk automations, triggers and business rules
• Technical problem solving in line with defined KPIs
• First class documentation
• In-depth understanding of Cronofy's API and Scheduler tool to provide a high level of customer support, resolve issues and find practical solutions
• Engaging with Engineering / Development team to provide appropriate technical solutions, often through the full development lifecycle
• Working on development projects as part of the Product Engineering team

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

How we work

We can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and, under normal circumstances, encourage teams to spend regular time together at our offices or suitable locations.

Our Support team currently covers the UK and Amsterdam. We meet in a mixture of Nottingham (HQ), London, and Amsterdam offices. For this reason we are open to considering applicants in either the UK or Netherlands.

We work hard but insist that everyone considers the balance between this alongside life and responsibilities outside of work. We use **our principles ** to guide our behaviour as people and form the basis for our day-to-day decision making.

We are direct with our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally.

Hiring process

The goal is to discover what you will bring to Cronofy and what Cronofy will bring to you. It's as important for you to determine whether this is the right move for your career as much as anything else, so don't be afraid to ask questions. We value transparency and so are happy to answer (virtually) any questions you may have.

For a full breakdown of our interview process, please visit: https://docs.cronofy.com/interviewing-with-us/

What we offer

• £30,000 - 40,000 per annum according to your experience
• Pension scheme matched at 5%
• 25 days days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
• 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

Our approach to equality, diversity and inclusion

Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.

For more information on interviewing at Cronofy, please visit https://docs.cronofy.com/interviewing-with-us/