Support Engineer

Cronofy; Nottingham; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Salary £30,000 - 40,000

Pension scheme matched at 5%

25 days holiday plus flexible national holidays

Private medical care

Employee Assistance Programme

Extended maternity/paternity leave

Flexible working options

Job summary

A tech company in the UK is looking for a Support Engineer to provide technical support to customers. This role demands strong analytical skills and experience in APIs or SaaS products. The Support Engineer will troubleshoot issues and manage customer queries, ensuring a positive customer experience. Successful candidates will have opportunities for professional growth and contribute to the ongoing development of the product and support processes. An inclusive working culture supports career advancement and personal development.

Qualifications

• Experience with API or SaaS based business supporting a product.
• Technical customer support experience is essential.
• Preferred development experience with APIs, NodeJS, Ruby on Rails, C, PHP, or Go.

Responsibilities

• Help customers effectively use Cronofy.
• Investigate and resolve customer support tickets.
• Troubleshoot technical issues across diverse use cases.

Skills

Experience with API or SaaS

Technical customer support

Problem-solving

Tools

NodeJS

Ruby on Rails

PHP

Go

Job description

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 actively support and encourage people to grow in their careers, and this role comes with real, proven progression. Previous support team members have moved into other areas of the business, such as engineering or infrastructure - or focus on Support to become an expert in what you do. We provide the time and tools to learn, improve, and develop, and we'll support you in finding the right path.

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. Someone who naturally looks for a better way forward, finding improvement opportunities and acting on them. 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

• 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

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.

What we offer

• £30,000 - 40,000 per annum according to your experience
• Pension scheme matched at 5%
• 25 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
• 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.