Imagine this: you’re on a troubleshooting call, your coffee’s still hot, and the user’s issue feels like a code version of a Rubik’s Cube. You take a sip, smile, and say, “Challenge accepted.” Welcome to life as a Customer Support Engineer (CSE) at Gearset — where solving customer issues, working with an incredible team, and having plenty of fun all happen on the same day.
Making a real impact — one conversation at a time
There’s something truly special about being a CSE at Gearset — helping users solve their trickiest problems and seeing the impact firsthand. It’s not just about answering chats or troubleshooting deployment errors; it’s about making someone’s day easier, turning frustration into relief, and sometimes even earning an enthusiastic “You saved my bacon!” (Yes, we collect those like trophies.)
I have to admit we love to celebrate that too. Our team is quick to shout out wins, whether it’s a tricky issue untangled, a customer who left glowing feedback, or a particularly smooth troubleshooting call. There’s a whole Slack channel dedicated to these moments, filled with appreciation from both customers and teammates.
To be honest, for me personally there’s no better feeling than wrapping up your day where someone came in stressed and left saying, “Wow, that was so helpful, thank you!” It’s these moments that remind us why we love what we do. Because at the end of the day, being a CSE isn’t just about solving problems — it’s about making a real difference, one conversation at a time.
A day in the life
Our team’s bread and butter is helping users succeed with Gearset. That might mean answering chat questions, hopping on calls to unravel Salesforce mysteries, or updating our public-facing documentation. Think of us as part detective, part educator, and part friendly tech wizard. (Sadly, no robes included.)
Being a CSE means you’re never bored. One minute you’re troubleshooting deployment issues; the next, you’re brainstorming how to improve user experience. You’ll also learn a tonne — not just about the product, but about communication, collaboration, and why turning it off and on again sometimes actually works.
Work-life balance: yes, it’s a real thing
Gearset isn’t one of those companies that preaches work-life balance while secretly handing you a 24/7 pager. Here, flexibility isn’t a buzzword; it’s built into the culture.
Our hybrid model means we usually work some days in the office and some days from home, but there’s wiggle room for life’s curveballs. Case in point: When my son Leo arrived, I was able to work remotely more often to be around for all the milestones (and the nappy changes). Flexibility like that makes a huge difference.
And it’s not just about location, it’s about energy. Need a breather between calls? Grab a coffee and chat with a teammate. Want to dig into some learning or personal projects? Our team rota ensures everyone gets self-development time. Gearset trusts you to get your work done — and to take care of yourself in the process.
Teamwork makes the dream work
Speaking of teammates, the CSE team is the heart and soul of Gearset. We’re a diverse bunch with backgrounds as varied as our Slack emojis. From the UK to the US, we’ve got 20 people — 10 in each country — who bring different skills, perspectives, and snack preferences to the table.
Collaboration is key, whether we’re troubleshooting a user’s issue or planning the next team outing. And oh, the outings! From bowling to go-karting, we’ve done it all. We’ve also enjoyed dinners of every variety — Italian, Indian, Japanese, Lebanese — and mastered the art of office banter. So if you have a sharp sense of humor (or just really enjoy terrible puns), you’ll fit right in.
More than just troubleshooting
Sure, answering chats and calls is a big part of the job, but being a CSE at Gearset means you’re also at the center of everything. We’re the bridge between our customers and the development team, gathering invaluable feedback and real-world use cases from users that directly influence the features we implement. Many of Gearset’s most-loved features started as ideas or pain points shared by users with the CSE team. We’re also hands-on when it comes to testing new features from engineering, ensuring that what gets released truly meets user needs.
Every project feels like a chance to make a real impact, not just for our team but for our users. Plus, there’s something immensely satisfying about looking at a completed project and thinking, “hey, we made this better.”
Fun: the secret ingredient
At Gearset, fun isn’t just an afterthought, it’s part of the job description. Whether we’re celebrating milestones with cake (some people like it orange!), roasting each other in the most helpful way possible, or tackling tricky challenges together and laughing through the struggle, there’s always something that brings us closer. And when it’s not work-related? We’re busy finding new ways to have a blast, whether it’s spontaneous celebrations, team get-togethers, or just seeing who can come up with the most horrible personalised Slack emoji.
Even during remote days, we find ways to stay connected. Slack channels dedicated to memes, virtual coffee chats, and the occasional team trivia session keep the vibe alive. And when we’re in the office? You’ll always have a walk buddy regardless of the weather (welcome to the UK) or you can join an ever-changing series of table games by the kitchen.
Why you’ll love it here
Working as a CSE at Gearset isn’t just a job, it’s an experience. You’ll learn a tonne, work with brilliant people, and get the kind of support that makes you want to do your best every day. You’ll also laugh. A lot. Whether it’s at a team outing, during a meeting, or because someone just made the worst dad joke you’ve ever heard (guilty), the laughter is constant.
And the best part? You’ll be making a difference. Every chat you answer, every call you take, every document you write — it all helps our users succeed. That’s what makes this job so rewarding.
So, if you’re looking for a role where you can grow, have fun, and be part of an amazing team, Gearset might just be the perfect fit. Just be prepared to learn, laugh, and maybe find yourself in a heated competition over who can slap the fastest cards in a heated game of Taco Cat Goat Cheese Pizza.