Product Support Analyst

Cutover

2d•$70,000 - $85,000•Hybrid

About The Position

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression. Location You can choose how often you’ll work from home vs the New York office - whether you’re fully remote or hybrid. Cutover’s Collaborative Automation SaaS platform enables enterprises to simplify complexity, streamline work, and increase visibility. Cutover’s automated runbooks connect teams, technology, and systems, increasing efficiency and reducing risk in IT disaster and cyber recovery, cloud migration, release management, and technology implementation. Cutover is trusted by world-leading institutions, including the three largest US banks and three of the world’s five largest investment banks. We’re looking for a Product Support Analyst to grow our US support coverage. Cutover Product Support Analysts provide exceptional support ensuring our growing B2B client-base have the best possible experience with Cutover. As a team, we’re committed to being the customer advocate, resolving technical issues, answering usage questions, and presenting workarounds where needed. The role requires excellent and confident communication skills, a strong knowledge of web/SaaS technologies, a keen investigative mindset, a positive demeanour and a dedication to continual improvement.

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

Nice To Haves

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

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
9am-6pm Monday to Friday working hours, with occasional emergency out of hours/weekend phone support

Benefits

We're excited to offer Share Options as part of our compensation package.
20 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.
401k contribution plan
Work from home stipends
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 subsidized therapy sessions to subscriptions to leading wellbeing platforms.