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Cronofy
Support Engineer
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Cronofy
Support Engineer
£30k - £40k
Multiple locations
NEW
Remote or hybrid
Description
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.
This role reports to Rachael, Support Team Lead.
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
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
How we work
We 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 Amsterdam. We meet in a mixture of Nottingham (HQ), London, and Amsterdam offices. For this reason we are open to considering applicants in either the UK or Netherlands.
We work hard but insist that everyone considers the balance between this alongside life and responsibilities outside of work. We use **our principles** to guide our behaviour as people and form the basis for our day-to-day decision making.
We are direct with our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally.
What we offer
£30,000 - 40,000 per annum according to your experience
Pension scheme matched at 5%
25 days days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you’re not required to take them on the corresponding day.
6 personal development days per year to use for L&D, charitable causes or similar
Private medical care with Bupa
Medicash Proactive cash plan for dental, optical etc.
EAP - Employee Assistance Programme providing 24/7 mental health support
Extended maternity and paternity leave for new parents and adoption
Pleo card for work expenses, hardware, travel etc.
A flexible approach to working; remote, office or hybrid
A principles driven culture that provides the framework for autonomous decision making and personal development
Life at
Cronofy
Browse all roles
Culture overview
We’re a product-focused company, led by a successful serial entrepreneur. Cronofy is at that exciting stage where every person that joins the team can have a major hand in our success and rapidly advance their careers in the process. We are always striving towards simplicity, security and reliability but that doesn’t mean we don’t like to have a some fun doing it. We can support a predominantly remote, office-based or a hybrid working model. We do really value face to face time and, under normal circumstances, encourage teams to spend regular time together either at our Nottingham HQ, London Bridge office or other suitable locations. We work hard but insist that everyone considers the balance between this alongside their life and responsibilities outside of work. We are direct in our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taking personally. Our Principles are a strong indication of who we are and how we act every day.
Employee benefits
Cycle To Work
Flexible Hours
Flexible Working
Health Cash Plan
Laptop
Learning Allowance
Pension
Private Healthcare
Travel Allowance
Wellbeing Programme
Office vibe
City Centre
Open Plan
Social Events
Location
Tech at
Cronofy
Go to profile
Leadership
Garry Shutler
CTO and co-founder
Tech overview
Probably the best overview of how we approach engineering at Cronofy would be to refer you to our About Engineering page on our website: https://www.cronofy.com/about-engineering
Engineering principles
Automated acceptance testing
Code Reviews
Collective code ownership
Communication and collaboration
Continuous delivery
Continuous Development
Micro services
Pair programming
Policy as code
Test Driven Development
Unit testing
Company tech stack
sass
redis
rails
ruby
aws
goland
react
terraform
kubernetes
Cronofy
Support Engineer
£30k - £40k
Nottingham
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