Customer Support Engineer at Gearset

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 or automated bots. 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 contact 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 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 Salary and benefits (the stuff you’d expect!) • Starting salary is $60,000 - $65,000 per year • Working hours are full time, 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). 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 $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 dependants) • 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