Product Support Analyst

Summary

Join Cutover as a Product Support Analyst and provide exceptional support to our growing B2B client base, ensuring they have the best possible experience with our collaborative automation SaaS platform. You will be responsible for day-to-day support, prioritizing requests, resolving technical inquiries, and keeping clients updated. Become a subject matter expert in product features and functionalities, investigate and troubleshoot product issues, and collaborate with other teams. Assist in internal support documentation and process creation, and communicate with internal teams on customer feedback. This role offers a hybrid work model and a competitive compensation package.

Requirements

• Strong communicator with a clear, professional, and friendly writing style
• 2-5+ years customer facing technical support experience looking after cloud based SaaS products or web applications
• Technically inquisitive and skilled troubleshooter
• Strong attention to detail
• Experience working within ticketing and live chat systems (e.g. Jira, Intercom, Zendesk etc)
• Experience using DataDog or similar logging and monitoring tools
• Comfortable adapting to change, learning on the fly and working under pressure with high profile clients
• Takes diligent ownership of issues and customer experience

Responsibilities

• Day-to-day support for our enterprise clients; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets, with occasional phone support for high priority issues
• Become a subject matter expert in the product features and functionalities
• Investigate, troubleshoot and document product issues and collaborate with our QA and engineering teams to expand technical support knowledge
• Assist in internal support documentation and process creation
• Communicate with internal teams such as Customer Success and Product Management on customer feedback, concerns and opportunities

Preferred Qualifications

• Experience supporting major incidents
• Working knowledge of Ruby on Rails, Postman, JavaScript/React or other development frameworks

Benefits

• Share Options
• 25 days of PTO per year + public holidays , and we want you to take all of them!
• 3 volunteer days to use for any charitable/voluntary cause you would like
• A top-tier private health insurance package
• Aviva pension scheme
• Work from home stipend
• A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you
• If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of
• Employee Referral Scheme
• Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives , from fully subsidised therapy sessions to subscriptions to leading wellbeing platforms