REQUIREMENTS:

Experience with an API or SaaS based business supporting a product
Technical customer support experience
Development experience with API’s, NodeJS, Ruby on Rails, C(all), PHP or Go is preferred but not essential
Sysadmin experience with MS Exchange and/or Office365 is preferred but not essential

THE ROLE

Part of the Technical Support team, the role of Support Engineer is to support Cronofy’s customers, resolving technical issues and queries whilst providing first-class customer support. The Support Engineer is responsible for fielding questions from the Cronofy customer base. Not only that, but they will take ownership of customer issues, ensuring they’re seen through to completion. Alongside resolving issues for customers, the Support Engineer will be responsible for reviewing and updating our documentation pages.
This person cares about customer experience, dealing with other Cronofy team members across the business, and ensures that customers have positive experiences with Cronofy. This role will also work alongside the Engineering team on a range of product development projects that will, in the long term, aid the ability to support customers on technical product-related issues.

KEY RESPONSIBILITIES:

Triaging tickets
1st, 2nd and 3rd line technical support
Identifying and resolving customer issues into practical solutions
Troubleshooting, software testing, reproducing issues, bug fixing and fact finding to resolve tickets
Creating and maintaining Zendesk automations, triggers and business rules
Technical problem solving in line with defined KPIs
First class documentation
In-depth understanding of Cronofy’s API and Scheduler tool to provide a high level of customer support, resolve issues and find practical solutions
Engaging with Engineering / Development team to provide appropriate technical solutions, often through the full development lifecycle
Working on development projects as part of the Product Engineering team