Customer Support Engineer

The Customer Success team is responsible for creating lasting relationships with our customers and ensuring they see a high level of success with 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.

Here's a video of Valerio Chang, our Customer Support Manager, explaining more about the role and the interview process! 

• 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 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

• 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
• You will be based near Cambridge, UK and possess the right to work in the UK

• Have at least one year’s experience working in a customer-facing technical support role, ideally for a SaaS product. 
• Have a degree or equivalent

• Starting 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 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 year
• 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
• Life Insurance & critical illness cover
• Discounted gym membership, as well as a range of health and wellness benefits