Support Engineer

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.

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.

• 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

• 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 Office
  365 is preferred but not essential

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…