Customer Support Engineer

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

Many companies pay lip-service to “Customer Success”. Working closely with users, you’ll see the difference the features you championed have on millions of people developing on Salesforce, and how they apply DevOps best practices to their development and release process. The Customer Success team is responsible for creating lasting relationships with our customers and ensuring they see a high level of success with Gearset.

As a customer support engineer, you will be delighting users technically while they adopt 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 prioritise engaging in dynamic conversations without relying on predetermined scripts, while maintaining state-of-the-art AI tooling and documentation to help customers self-serve where possible.

Check out our recent day in the life of a Customer Support Engineer blog post here.

What’s the opportunity for a Customer Support Engineer at Gearset?

• Our Customer Support Engineers are 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 support position
• You’ll have a high level of independence to manage and service our customers’ needs, supporting our long term growth and success
• Provide consultative support and advice to our users on how to best use Gearset and streamline their development process
• Help diagnose and debug complex issues by developing a deep understanding of Gearset, Salesforce, our users, and their challenges

• You’ll be supported by a brilliant team of 20+ technically minded teammates in the customer success engineering role, working with a highly engaged and responsive engineering team

What you’ll achieve

• 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 e‑mail, 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

About you

• Have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity
• Are driven by a genuine desire to deliver the best for the end users
• Have demonstrable exceptional writing skills and attention to detail
• Have user empathy, and an aptitude for using this to foster user relationships that resonate and engage
• Got excellent organisation and prioritisation skills

Great to haves

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

Salary and benefits (the stuff you’d expect!)

• Salary is £33,000 - £41,000 (depending on experience)
• This is a full time opportunity, working Monday to Friday with the option of flexible home working (for most of us that looks like 2-3 days a week in the office)
• You may be involved in our on‑call rota for out of hours support on occasion
• Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year
• Top end hardware provided
• Opportunity to join our Long Term Incentive Plan
• Free lunch in the office
• 25 days holiday plus bank holidays (with the option to buy an extra 5 each year)
• Company Pension Plan (matching up to 5%)
• Bupa health care and dental insurance
• Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive
• Bupa Menopause Plan offering specialist consultations and support
• Life Insurance & critical illness cover
• Discounted gym membership, as well as a range of health and wellness benefits