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For Companies At a Glance
- Tasks: Support customers by resolving technical issues and enhancing their experience with our scheduling products.
- Company: Join a high-growth tech company with a mission to revolutionise scheduling globally.
- 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 a supportive environment.
- Qualifications: Experience in technical support or API/SaaS environments preferred but not essential.
- Other info: Dynamic culture with opportunities for progression and collaboration across teams.
The predicted salary is between 25000 - 35000 £ 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 are 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.
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 are 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 you’ll 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 are 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 employer: Cronofy Limited
Contact Detail:
Cronofy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Get to know Cronofy inside out! Familiarise yourself with their products, especially the API and Scheduler tool. This will not only help you in interviews but also show your genuine interest in the company.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for technical questions! Brush up on your troubleshooting skills and be ready to discuss how you've resolved customer issues in the past. Show them you can think on your feet and tackle problems head-on.
✨Tip Number 4
Don’t forget to ask questions during your interview! It’s a two-way street, and showing curiosity about the role and company culture can really impress the hiring team. Plus, it helps you figure out if Cronofy is the right fit for you.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Engineer role. Highlight your experience with APIs and customer support, and show us how you can contribute to our mission at Cronofy.
Show Your Passion: Let your enthusiasm shine through in your application! We want to see that you care about customer experience and are excited about the opportunity to help others use our scheduling products effectively.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and structure your thoughts well. This will not only make it easier for us to read but also reflect your communication skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive!
How to prepare for a job interview at Cronofy Limited
✨Know Your Stuff
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.
✨Show Off Your Customer Service Skills
Since the 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 ability to empathise, communicate clearly, and resolve issues effectively.
✨Ask Smart Questions
During the interview, don’t hesitate to ask questions about the team dynamics, company culture, and growth opportunities. This not only shows your interest in the role but also helps you determine if Cronofy is the right fit for you.
✨Demonstrate Continuous Improvement Mindset
Cronofy values individuals who look for better ways to do things. Be ready to discuss any past experiences where you identified a problem and took the initiative to improve a process. This will resonate well with their focus on continuous improvement.
