Gearset

Customer Support Engineer – 6 - 8 Month Fixed Term Contract

Gearset

contract

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

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Salary

💰 $60,000 - $65,000 per year

About the role

  • 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 contact 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

Requirements

  • 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 organization and prioritization skills
  • Great to haves
  • Have experience working in a customer-facing technical support role, ideally for a SaaS product.
  • Have a degree or equivalent
Benefits
  • Starting salary is $60,000 - $65,000 per year
  • This is a 6 - 8 month fixed term contract role
  • Working hours are full time, 40 hours a week, working Monday to Friday; based from our River North office, but with the opportunity of flexible home working.
  • Hours will be a combination of 9-5pm, 11-7pm and noon-8pm (CT). You may be involved in our on-call rota for out of hours support on occasion.
  • Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to $2000 per year
  • 25 days vacation allowance plus public holidays
  • Opportunity to join our Long Term Incentive scheme
  • Dental, vision and healthcare plans (100% for you, 50% for your dependants)
  • 401k matching (up to 4%)
  • Access to additional health and wellness resources via our Employee Assistance Program and MarketPlace - Perks at Work
  • Save money on your commute to work with our Commute Benefits Program
  • Life insurance
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportdebuggingconsultative supportSaaS
Soft Skills
communicationuser empathyorganizationprioritizationattention to detailwriting skills
Certifications
degree