Support Engineer

Job description

We're looking for a talented and dedicated Support Engineer to assist our technical customers with using our API. You will be the second person in our growing Customer Success team, focusing on helping our customers overcome any issues during their initial technical integration with Codat and then supporting their ongoing use of the product.


The role is customer-facing so you’ll need to be confident representing Codat via email support and a software development or technical application support background will help you in understanding and troubleshooting client issues.


About the team:

Codat is a fast-growing technology company founded in January 2017, with the aim of making life easier for SMEs by enabling their financial systems and services to work together seamlessly. We are currently a team of fourteen, working out of our offices in Clerkenwell in Central London.


We are passionate about delivering an excellent product for our clients, and this role is central to our success. We place high importance on attitude and future potential and are looking for candidates who have the potential to grow the role in line with the business.


The role:

  • Respond to customers' technical support requests and feature-related questions

  • Investigate customer issues and create reproducible test cases for engineers to resolve

  • Maintain ownership of support cases until resolution

  • Create and improve documentation and process to minimize repeating support issues

  • Coordinate with different teams: Engineering, Product, Customer Success and Business Development

  • Become a subject matter expert in Codat’s technology

  • Assist technical and non-technical customers with using Codat’s technology

Requirements

  • Quick learner with excellent analytical and troubleshooting skills

  • Experience in a customer-facing position, preferably in a technical- support role

  • Proven ability to be detail-oriented with strong follow-up skills

  • Excellent English skills (written and verbal) with outstanding interpersonal skills

  • Bachelor degree in Computer Science or another technical subject and hands-on coding experience

  • Passionate and pragmatic self-starter who always puts the customer at the centre of their decisions

  • Some basic knowledge of accounting/finance or proven numerical ability

  • Strong ability to write clearly and concisely, especially about technical issues