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 positionYou’ll have a high level of independence to manage and service our customers’ needs, supporting our long term growth and successProvide consultative support and advice to our users on how to best use Gearset and streamline their development processHelp diagnose and debug complex issues by developing a deep understanding of Gearset, Salesforce, our users, and their challengesYou’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-sharesBe a customer champion, ensuring their views are represented in the companyInfluence product development by working closely with our product, marketing, and sales teams to collect and digest user feedbackMaintain a laser focus on quality, with top-notch written and spoken communicationOwn 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 simplicityAre driven by a genuine desire to deliver the best for the end usersHave demonstrable exceptional writing skills and attention to detailHave user empathy, and an aptitude for using this to foster user relationships that resonate and engageGot 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 experienceThis is a full time opportunity of 40 hours a week, working Monday to Friday with the option of flexible home working (for most of us that looks like 3 days a week in the office after initial training period)Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per yearOpportunity to join our Long Term Incentive scheme25 days holiday plus bank holidays (with the option to buy an extra 5 each year)Company Pension Plan (matching up to 5%)Bupa health careLife Insurance & critical illness coverFree lunch in the officeDiscounted gym membership, as well as a range of health and wellness benefits