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For Companies At a Glance
- Tasks: Support customers by resolving technical issues and providing exceptional service.
- Company: Join a high-growth tech company with a mission to revolutionise scheduling.
- Benefits: Competitive salary, flexible working, personal development days, and private medical care.
- Why this job: Be part of an innovative team and grow your career in tech support.
- Qualifications: Experience in technical support or API/SaaS environments preferred.
- Other info: Dynamic work culture with opportunities for progression and learning.
The predicted salary is between 30000 - 40000 £ per year.
About us
Cronofy 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 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. Someone who naturally looks for a better way forward, finding improvement opportunities and acting on them. 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
- Helping customers use Cronofy effectively
- Building an in-depth understanding of Cronofy’s API, Scheduler tool, and the problems our customers face; becoming a Scheduling Expert
- Managing, investigating, and resolving customer support tickets. Taking ownership from first response through to resolution
- Troubleshooting technical issues, identifying root causes, and problem solving across a range of customer use cases
- Providing exceptional customer service by offering advice, resolving confusion, and identifying possible bugs for our customers
- Writing clear and helpful documentation for existing and upcoming features
- Searching for opportunities to improve processes and support continuous improvement within the department
- Working with Success, Product, Engineering, and Sales teams to understand and help customers
Requirements
- Experience with an API or SaaS based business supporting a product
- Technical customer support experience
- Development experience with APIs, 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.
Hiring process
The goal is to discover what you will bring to Cronofy and what Cronofy will bring to you. It's as important for you to determine whether this is the right move for your career as much as anything else, so don’t be afraid to ask questions. We value transparency and so are happy to answer (virtually) any questions you may have.
What we offer
- £30,000 - 40,000 per annum according to your experience
- Pension scheme matched at 5%
- 25 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.
Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.
Support Engineer in Nottingham employer: Cronofy Limited
Contact Detail:
Cronofy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer in Nottingham
✨Tip Number 1
Get to know Cronofy inside out! Familiarise yourself with our API and Scheduler tool. The more you understand our products, the better you'll be at helping customers and impressing the team.
✨Tip Number 2
Practice your problem-solving skills! Think of common technical issues and how you would tackle them. This will not only prepare you for the role but also show us that you're proactive and ready to take ownership of customer queries.
✨Tip Number 3
Don’t shy away from asking questions during the interview process. We value transparency and want to ensure that both you and Cronofy are a good fit for each other. It’s all about finding the right match!
✨Tip Number 4
Apply through our website! It’s the best way to get your application noticed. Plus, it shows us that you’re genuinely interested in being part of the Cronofy team.
We think you need these skills to ace Support Engineer in Nottingham
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see that you’re genuinely excited about joining Cronofy and helping our customers with their scheduling needs.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Support Engineer role. We love seeing candidates who take the time to connect their background with what we do at Cronofy.
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your application is easy to read. This will help us understand your qualifications quickly!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Cronofy Limited
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of Cronofy’s API and Scheduler tool. Familiarise yourself with common technical issues customers face and think about how you would resolve them. This will show your potential employer that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional customer support, be prepared to share examples of how you've handled difficult customer situations in the past. Highlight your problem-solving skills and your ability to communicate clearly and effectively, as these are key to ensuring a positive customer experience.
✨Ask Insightful Questions
During the interview, don’t hesitate to ask questions about the team dynamics, the tools they use, or the challenges they face. This not only shows your interest in the role but also helps you gauge if Cronofy is the right fit for you. Remember, it’s a two-way street!
✨Emphasise Continuous Improvement
Cronofy values innovation and improvement, so be ready to discuss how you've identified and implemented process improvements in previous roles. Share specific examples where your initiative led to better outcomes, whether in customer support or other areas. This will demonstrate your alignment with their company culture.