Customer Success Engineer: Delight Users and Drive Adoption

Silversmith Capital Partners; Cambridge (MA); Hybrid; USD 44,000 - 54,000; Full time

Benefits offered by this job

Flexible home working

Development budget

Long Term Incentive Plan

Free lunch

Company pension

Health insurance

Job summary

Gearset, Cambridge-based, is seeking a Customer Support Engineer to delight users technically as they adopt Gearset. You’ll work with a 20+ person team in a consultative, non-scripted environment, supported by AI tooling and rich documentation.

You’ll be the first point of contact for users, champion their needs, influence product with feedback, and maintain top-notch written and spoken communication while improving support content.

Qualifications

• Technical predisposition and the desire to learn, ability to convey complex topics clearly.
• Exceptional writing skills and attention to detail.
• Strong user empathy to build relationships that resonate.
• Excellent organisation and prioritisation skills.

Responsibilities

• Be the first point of contact for users with questions through in-app chat, email, and screen shares.
• Champion the customer voice and represent it within the company.
• Influence product development by feeding feedback to product, marketing, and sales teams.
• Maintain high-quality written and spoken communication and update support documents.

Skills

Technical predisposition

Exceptional writing

User empathy

Organisational skills

Job description

Gearset, Cambridge-based, is seeking a Customer Support Engineer to delight users technically as they adopt Gearset. You’ll work with a 20+ person team in a consultative, non-scripted environment, supported by AI tooling and rich documentation.

You’ll be the first point of contact for users, champion their needs, influence product with feedback, and maintain top-notch written and spoken communication while improving support content.