Day-to-day support for our enterprise clients; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets, with occasional phone support for high priority issues
Become a subject matter expert in the product features and functionalities
Investigate, troubleshoot and document product issues and collaborate with our QA and engineering teams to expand technical support knowledge
Assist in internal support documentation and process creation
Communicate with internal teams such as Customer Success and Product Management on customer feedback, concerns and opportunities
9am-6pm Monday to Friday working hours, with occasional emergency out of hours/weekend phone support

Requirements

Strong communicator with a clear, professional, and friendly writing style
2-5+ years customer facing technical support experience looking after cloud based SaaS products or web applications
Technically inquisitive and skilled troubleshooter
Strong attention to detail
Experience working within ticketing and live chat systems (e.g. Jira, Intercom, Zendesk etc)
Experience using DataDog or similar logging and monitoring tools
Comfortable adapting to change, learning on the fly and working under pressure with high profile clients
Takes diligent ownership of issues and customer experience

Benefits

Share Options
20 days of PTO per year + public holidays
3 volunteer days to use for any charitable/voluntary cause you would like.
A top-tier private health insurance package.
401k contribution plan
Work from home stipends
A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you.
If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of.
Employee Referral Scheme.
Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingcloud-based SaaSweb applicationsticketing systemslive chat systemslogging toolsmonitoring toolsdocumentationprocess creation

Soft Skills

strong communicatorprofessional writingfriendly writing styleattention to detailadaptabilitylearning on the flyworking under pressureownership of issuescustomer experience focuscollaboration