Customer Support Engineer

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

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

Have experience working in a customer-facing technical support role, ideally for a SaaS product.