Customer Support Engineers

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

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

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 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

Great to haves

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

Benefits

• 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)
• 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