It’s an exciting time to join Gearset! In the last few years we’ve rocketed from a 7 person start-up to over 250 people, and we’re only just getting started. As a product-driven company, we know we're creating solutions that solve real problems for our users, saving them time and money with their Salesforce DevOps releases. As the company continues to grow and taps into further potential markets, we're continuously looking to develop and grow our internal teams too.

Many companies pay lip-service to “Customer Success”. Working closely with users, you’ll see the difference the features you championed have on millions of people developing on Salesforce, and how they apply DevOps best practices to their development and release process.

Our culture of trust, transparency, and collaboration, means everyone at Gearset is given the autonomy to succeed and are trusted to do good work. We only add process when it helps us get things done, and we’re allergic to pointless meetings! We live by our core values, which aren’t just nice words—they guide us through day-to-day challenges and are the foundation of how we work together.

We know that learning and development is important to great folk, and at Gearset you’ll find it comes in many forms. From the chance to collaborate with other really smart people who help you learn and raise your game, to having an annual learning and development budget for conferences, events, and courses. All this coupled with flexible working, and a top end hardware setup of your choosing, you can see that Gearset has built a culture to help you succeed.

The Customer Success team is responsible for creating lasting relationships with our customers and ensuring they see a high level of success with Gearset. We believe in a highly consultative approach, deeply understanding our users and their challenges to deliver exceptional customer support, training and satisfaction. Our approach to support is friendly, personal, and fun, and we prioritise engaging in dynamic conversations without relying on predetermined scripts or automated bots.

What’s the opportunity for a Customer Support Engineer at Gearset?

Our Customer Support Engineers are responsible for ensuring everyone who interacts with Gearset receives world-class customer support. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position

You’ll have a high level of independence to manage and service our customers’ needs, supporting our long term growth and success

Provide consultative support and advice to our users on how to best use Gearset and streamline their development process

Help diagnose and debug complex issues by developing a deep understanding of Gearset, Salesforce, our users, and their challenges

What you’ll achieve

You’ll be the first point of call for users with questions about Gearset, prioritising and responding to their questions through in-app chat, by email, and on technical screen-shares

Be a customer champion, ensuring their views are represented in the company

Influence product development by working closely with our product, marketing, and sales teams to collect and digest user feedback

Maintain a laser focus on quality, with top-notch written and spoken communication

Own and contribute to our support documents to ensure they’re clear and accurate, and research and write new content to fill any gaps

About you

Have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity

Are driven by a genuine desire to deliver the best for the end users

Have demonstrable exceptional writing skills and attention to detail

Have user empathy, and an aptitude for using this to foster user relationships that resonate and engage

Got excellent organisation and prioritisation skills

You will be based near Chicago and possess the right to work in the US

Great to haves

Have at least one year’s experience working in a customer-facing technical support role, ideally for a SaaS product.

Have a degree or equivalent

Salary and benefits (the stuff you’d expect!)

Starting salary is $60,000 - $65,000 per year (depending on experience and skills)

This is a full time opportunity, working Monday to Friday; based from our River North WeWork office, but with the opportunity of flexible home working. Hours will be a combination of 9-5pm, 11-7pm and noon-8pm (CT)

You’ll work with an amazing team of friendly, approachable, and knowledgeable people

25 days vacation allowance plus public holidays

Dental, vision and healthcare plans (100% for you, 50% for your dependants)

401k matching (up to 4%)

Access to additional health and wellness resources via our Employee Assistance Program and MarketPlace - Perks at Work

Save money on your commute to work with our Commute Benefits Program

Life insurance