Customer Support Engineer

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 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 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