Customer Success Engineer - Remote & Growth Focus

Gearset Limited; United States; Hybrid; USD 44,000 - 54,000; Full time

Benefits offered by this job

Salary £33k–£41k

Hybrid working

Personal development budget

Top-end hardware

Long Term Incentive Plan

Free lunch in the office

25 days holiday + bank holidays

Company pension plan

Healthcare & dental insurance

Enhanced family leave

Life insurance & critical illness

Gym discounts

Job summary

Gearset is seeking a Customer Support Engineer to help users adopt Gearset with hands-on, technical guidance and friendly, consultative support. You’ll work to understand challenges deeply and deliver exceptional customer support, training, and satisfaction.

You’ll be supported by a 20+ strong team in the customer success engineering role, collaborating with engineering to help users self-serve where possible using AI tooling and up-to-date documentation.

Qualifications

• Have experience working in a customer-facing technical support role, ideally for a SaaS product.

Responsibilities

• You’ll be 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
• 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

Skills

Customer-facing support

SaaS product experience

Technical troubleshooting

Job description

Gearset is seeking a Customer Support Engineer to help users adopt Gearset with hands-on, technical guidance and friendly, consultative support. You’ll work to understand challenges deeply and deliver exceptional customer support, training, and satisfaction.

You’ll be supported by a 20+ strong team in the customer success engineering role, collaborating with engineering to help users self-serve where possible using AI tooling and up-to-date documentation.