Support Engineer

Skip to main contentBack to all jobsSupport EngineerRemote UKFull-timePermanent employee30,000 - 40,000 £ per yearApply for this jobAbout usCronofy is a high-growth technology company headquartered in Nottingham, UK. Our mission is to be the go-to scheduling infrastructure for high performance companies globally.Over the past 11 years, we’ve grown a self-sustaining, profitable business serving businesses around the world. From market leaders like GoDaddy, Houzz and Indeed through to the smallest tech start-ups. We're truly international, with over half of our customers in the US with the remainder across EMEA and APAC.Our Customer Support team provides first-class service, with a Customer Satisfaction rating of >97%. It’s an incredibly exciting time to join us, following recent funding we are in a strong position to enhance our core offering and expand into growing international markets. We are now looking for someone to help support the growth of the unparalleled Scheduling products that Cronofy offer.We actively support and encourage people to grow in their careers, and this role comes with real, proven progression. Previous support team members have moved into other areas of the business, such as engineering or infrastructure - or focus on Support to become an expert in what you do. We provide the time and tools to learn, improve, and develop, and we'll support you in finding the right path.The roleAs part of the Technical Support team, the role of Support Engineer is to resolve technical issues and queries for Cronofy's customers while delivering first-class support. The Support Engineer is responsible for fielding questions from the Cronofy customer base, taking ownership of customer issues, and seeing them through to resolution. Alongside ticket resolution, the Support Engineer regularly reviews and updates our documentation pages.This person genuinely cares about doing right by the customer and works closely with other teams across the business to ensure that customers have positive experiences with Cronofy. They naturally look for a better way forward, using initiative to find improvement opportunities and act on them. They're curious by nature and keen to deepen their understanding, building expertise in Cronofy's API and Scheduler tool. This role will also work alongside our Engineering team on product development projects, building the technical grounding needed to support increasingly complex, product-related issues.This role reports to Rachael, Support Team Lead.Key Responsibilities:Helping customers use Cronofy effectivelyBuilding an in-depth understanding of Cronofy’s API, Scheduler tool, and the problems our customers face; becoming a Scheduling ExpertManaging, investigating, and resolving customer support tickets. Taking ownership from first response through to resolutionTroubleshooting technical issues, identifying root causes, and problem solving across a range of customer use casesProviding exceptional customer service by offering advice, resolving confusion, and identifying possible bugs for our customersWriting clear and helpful documentation for existing and upcoming featuresSearching for opportunities to improve processes and support continuous improvement within the departmentWorking with Success, Product, Engineering, and Sales teams to understand and help customersRequirements:Clear understanding of API concepts and how they operateExperience with an API or SaaS based business supporting a productTechnical customer support experienceDevelopment experience with APIs, NodeJS, Ruby on Rails, C#, PHP or Go is preferred but not essentialSysadmin experience with MS Exchange and/or Office 365 is preferred but not essentialHow we workWe can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and, under normal circumstances, encourage teams to spend regular time together at our offices or suitable locations.Our Support team currently covers the UK and...