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Customer Support Engineer

Our History

Comurce launched the first platform that dynamically monitors your operating model in 2019. We're just getting started on our journey and there's so much more to do. If you're a trailblazer looking for a rocket, then look no further

Our Vision

To help teams leverage their craft to shape the future.

Our Purpose

To help people find purpose and feel fulfilled every day of their lives.

Why? We spend two-thirds of our lives working, commuting and sleeping, that's a lot of time! We believe the majority of our time relates to work and as a result, finding purpose and fulfillment through your work is important. But it's not all about us and it's important to give back.

Whilst we believe we can create an internal culture like this, we also believe that helping people to perfect their craft will lead to them finding purpose and fulfillment as they shape the future through their work.

After all, “It's not what happens to you, but how you react to it that matters.” - Epictetus

Our Mission

To enable people to perfect their craft by providing world-leading products, services, and data.

Responsibilities

  • Our Customer Success teams have are on a mission to provide products, services, and data that help teams achieve their strategic objectives, perfect their craft and shape the future.  As a part of this mission, we strive to collaborate with people all over the world through experiments, feedback and building relationships.
  • As a part of that team, you will create, test and validate product assumptions that will lead to the long-term success of our employees, our customers, and company. 
  • Ensure customer success through the holistic provision of support services.
  • Provide teams with insights that enable them to establish and maintain a competitive advantage.
  • We are looking for self-motivated people who are passionate about customer success and support. You should have experience working within a highly agile environment, partnering with internal and external collaborators and building personal relationships with the customer.
  • Work closely with our customers to provide front line telephone and email support to real-time
  • Provide advice and consultation to our customers, internal sales representatives and product managers on applications, product performance, installation and critical topics.
  • Undertake product installations, collaborating with the development team and our customers.
  • Respond to customer enquiries and assists in resolving incidents, problems and questions at post-implementation phases of our projects.
  • Prepare documentation regarding release notes, modifications, troubleshooting procedures and problem resolutions.
  • Participate in product technical reviews and impact assessments of new releases.
  • Responsible for maintaining and updating our customer support call system (Hubspot).
  • Responsible for meeting SLA’s related to application availability and response times to service requests, incidents, and problem resolution.
  • Responsible for maintaining regular client communication throughout issue resolution.
  • Responsible for developing and maintaining an expert knowledge base on our products and solutions, including known limitations and workarounds that can be effectively utilized to solve reported problems.
  • Perform day to day server application management, monitoring and incident response and resolution and working with our customers to establish effective application monitoring and to identify application changes to improve operations.
  • Perform root cause analysis and problem resolution of operational issues involving interaction between applications, server hardware/firmware/OS and storage by working with software developers.

Required

  • A history of supporting multiple cool things.
  • Minimum 4 years experience in a customer support role in a software development company
  • Strong analytical skills with attention to detail
  • Excellent problem solving and multitasking skills
  • Excellent verbal and written communication skills
  • Highly motivated and be able to work with minimal supervision
  • Clear understanding of Software Defect Management lifecycle;
  • Experience of working in an Agile environment
  • Strong desire to learn new things independently
  • Experience with JIRA and Zendesk

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Comurce.com E1st Floor Packwood House, Guild Street, Stratford Upon Avon, Warwickshire, England, CV37 6RP
Phone: +44 (0)20 3890 5583