Customer Support Engineer

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 contact for users with questions about Gearset, prioritizing 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

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 organization and prioritization skills

Great to haves

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

• Have a degree or equivalent.

Other benefits (the stuff you’d expect!)

• This is a full-time opportunity of 40 hours a week, working Monday to Friday; based from our River North office, but with the opportunity of flexible home working. Hours will be a combination of 9-5pm, 11-7pm and noon-8pm (CT)

• Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to $2000 per year

• 25 days' vacation allowance plus public holidays

• Opportunity to join our Long-Term Incentive scheme

• Dental, vision and healthcare plans (100% for you, 50% for your dependent's)

• 401k matching (up to 4%)

• Access to additional health and wellness resources via our Employee Assistance Program and Marketplace - Perks at Work

• Save money on your commute to work with our Commute Benefits Program

• Life insurance