Product Support Analyst, Cutover
$70-85k
Offers share options
Collaborative automation platform
Open for applications
Collaborative automation platform
101-200 employees
Open for applications
$70-85k
Offers share options
101-200 employees
Company mission
To enable enterprises to successfully manage their IT disaster recovery, cloud migration, and release strategies.
Role
Who you are
- 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
- If we aren't aligned on salary at this stage, we’d still love to hear from you to better understand if there are more suitable opportunities at Cutover
- If you are excited by this role, we invite you to apply! Even if your profile doesn’t check all the boxes, please don't simply scroll past!
Desirable
- Experience supporting major incidents
- Working knowledge of Ruby on Rails, Postman, JavaScript/React or other development frameworks
What the job involves
- 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
- 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
Our take
Cutover has established itself as a global leader in the emerging field of work orchestration and observability, providing critical solutions across industries like telecommunications, pharmaceuticals, insurance, and energy. Its platform is trusted by organizations in these sectors to streamline complex workflows and improve visibility into their operations.
It enhances machine automation while ensuring the smooth operation of customer-facing activities. Its platform enables comprehensive planning, management, and analysis of complex work processes while facilitating virtual team collaboration - a growing and increasingly vital area for businesses.
Cutover offers to solve some of the most important challenges for enterprises such as migrating to a hybrid cloud model, wider digital transformation, automating and evolving operational resilience practices and managing ongoing tech change without failures.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
14 people
Insights
Company
Funding (last 2 of 4 rounds)
Mar 2021
$35m
SERIES B
Nov 2019
$17m
SERIES A
Total funding: $54.6m
Company benefits
- Growth and development: We are committed to learning and development, and you will never be short of opportunities to enhance your knowledge and skills
- Work balance: We understand that work-life balance is more than just a nice-to-have. That’s why we are open to flexible working hours and remote working arrangements
- A dynamic, global team: At Cutover, you’ll be part of a supportive, friendly team of passionate, experienced people. The best teams do more than just work together, so you’ll have the opportunity to take part in exciting team activities and social events
- World-leading companies: Cutover’s customers include some of the world’s largest and most well-known organizations. Helping to deliver their requirements will hone your game and build your career credentials
- Excellent benefits: We offer a package of employee benefits to reward and look after our people. Helping you to stay happy and healthy is a key priority for us. We also want our team to feel a genuine sense of ownership in the work they do, so we offer share options as part of our full-time permanent compensation packages
Company values
- Lead with empathy & assume positive intent: Listen; Encourage; Be trustworthy
- Stay curious & enable others to succeed: Build Knowledge; Strive for Self Improvement; Enable others
Company HQ
London, UK
Articles
Leadership
Ky Nichol
(Co-Founder & CEO)They have an MBA from London Business School and worked at Pcubed for over 15 years prior to becoming Cutover's CEO.
Marcus Wildsmith
(Co-Founder & Chief Product Officer)Their background lies in Mechanical Engineering and along with Ky, worked at Pcubed for over 15 years prior to founding Cutover.
People progressing
Joined as Business Development Manager in Feb 2021. Seven months later they were promoted to Head of BDR and as of January 2023, they hold the role of Account Executive.
Joined as a Senior Engineer in mid-2021. Less than a year later they were promoted to Staff Engineer.
Salary benchmarks
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Diversity, Equity & Inclusion at Cutover
- We're keenly focused on building a well-resourced DEI approach.
- We promote diversity and inclusion throughout our entire hiring process from job descriptions through to our interview panels. Though diversity comes in many forms, so far we have concentrated on improving our interview processes and encouraging applications from as diverse an array of backgrounds as possible. For our technical roles this year, 38% of our new hires have been female, 14% of new hires were of black or African-American heritage and 14% of new hires were of Asian heritage.
- We are engaging with several different organizations to take on apprentices from a variety of backgrounds. Through this initiative, we will be taking on junior employees who have come through non-traditional routes into tech and we are excited to be mentoring and supporting them throughout their growth at Cutover.
- We still have work to do but we are always looking to improve and celebrate our continued successes in this field.
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