Customer Support Engineer

A full-time hybrid role in Cambridge, United Kingdom

It’s an exciting time to join Gearset! In the last few years we’ve rocketed from a 7 person start-up to nearly 240 people, and we’re only just getting started.  As a product-driven company, we know we're creating solutions that solve real problems for our users, saving them time and money with their Salesforce DevOps releases. As the company continues to grow and taps into further potential markets, we're continuously looking to develop and grow our internal teams too.

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.

Our culture of trust, transparency, and collaboration, means everyone at Gearset is given the autonomy to succeed and are trusted to do good work. We only add process when it helps us get things done, and we’re allergic to pointless meetings! We live by our core values, which aren’t just nice words—they guide us through day-to-day challenges and are the foundation of how we work together. 

We know that learning and development is important to great folk, and at Gearset you’ll find it comes in many forms. From the chance to collaborate with other really smart people who help you learn and raise your game, to having an annual learning and development budget for conferences, events, and courses. All this coupled with flexible working, and a top end hardware setup of your choosing, you can see that Gearset has built a culture to help you succeed. 

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.

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

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

Great to haves

  • 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

Salary and benefits (the stuff you’d expect!)

  • 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

About us

Gearset is the leading Salesforce DevOps platform trusted by more than 2000 companies around the globe, including McKesson, Accenture and IBM. We’ve the fast-paced, exciting environment of a startup, with the success and ambition of a scaleup, with offices in Belfast, London, and Chicago, alongside our Cambridge (UK) HQ.

We’re proud of our unique culture built on trust, collaboration, transparency, and teamwork, allowing us to have a feedback-driven culture that keeps us focused on delivering the best solution for our customers.

Alongside our Glassdoor score of 4.3/5, and customer G2 scores of 4.7/5, we hold three awards from Best Companies UK: Top 5 Best Company to work for in the East of England, UK Top 5 Best Mid-sized Company, and Top 5 Best Technology Company to work for in the whole of the UK.

Sound right for you?

Apply for the position of Customer Support Engineer today — we’d love to have a chat!