Product Support Engineer (Varna, Bulgaria)
We usually respond within two weeks
CloudM is an award-winning SaaS company whose humble beginnings in Manchester have grown into a global business in just a few short years.
The CloudM platform is designed to help our customers get the most out of SaaS applications like Microsoft 365 and Google Workspace, automating time-consuming tasks like IT admin, onboarding & offboarding, archiving, and migrations.
Our SaaS data management platform has been used by over 35,000 customers in 107 countries including the likes of LinkedIn, Uber, Netflix, Booking.com, and Spotify.
We have a brilliant team of more than 70 people in Manchester, Europe, and USA. We are still growing, and that means we need more brilliant people who share our ambition to join our team.
Join the Cloud revolution. Join CloudM.
Role Overview:
The Product Support Engineer will join a dynamic team of Engineers who specialise in providing high-quality support of the CloudM product suite to clients across the globe, ranging from organisations with many thousands of staff to small businesses supporting a handful of employees.
The successful candidate will be responsible for providing first-class support and interactions with the customer via email and remote sessions, as well as video conferencing where possible. As an engineer, you will be expected to take ownership of technical incidents & requests and communicate ticket escalations to senior members of the Product Success Team.
The successful candidate should be confident in communicating with customers at all levels of the business, including C-level leadership, management, operational and technical, and have a broad technical background, a natural curiosity to solve problems and a passion for delivering first-class customer service.
Full training will be provided on all CloudM products. As a Product Support Engineer, you will be expected to get your product technical knowledge up to speed rapidly and be self-sufficient in managing your workload with little supervision.
Responsibilities:
To own and maintain your ticket queue.
Take ownership of Incidents & Requests regarding the CloudM Product Suite.
Schedule conference calls or Webex sessions to diagnose customer issues
Liaise with other members of the PS Team, Product Specialists & development to ensure tickets are resolved within SLA
Contribute to existing knowledge base repository where appropriate
Evening & Weekend work is a requirement of the role
Must be flexible in regards to start and end times
Contribute to the continual improvement of service & product
Skills and Experience:
Key Skills
Technical expertise in supporting software products
Demonstrable experience in a customer-facing service desk role
Good people skills
Analytical and problem-solving experience
Able to convey a clear message to people at all levels of seniority both verbally and in writing, often in video conferencing situations
Excellent written & verbal communication skills, in English
Confident and enthusiastic with a positive “can do” approach
Have a natural curiosity about applying technology to solve problems
Excellent customer service (part of the CloudM culture)
Desirable Skills
Experience within a technical service desk
Experience with Zendesk Service Desk or other ITSM solutions.
Experience in SaaS/IaaS
Knowledge of Exchange/Office 365, Google Workspace, Lotus Notes, Novell Groupwise, or Zimbra would be highly desirable.
Exposure to Cloud migration technologies
If you are a results-driven and experienced Product Support Engineer who is passionate about technology and customer service, we encourage you to apply.
CloudM Culture:
We are a company consisting of old hands and new faces, all with a passion for technology’s power to simplify. We are developers, designers, marketers and innovators.
We are constantly trying new things, and sometimes getting it wrong. Which is good, as innovation never came from perfection. We work quickly to keep pace with the industry we’re in. We’re proactive, not reactive, and have been that way since day one. We want to have the answers when our customers ask us questions.
CloudM is a remote-first organisation. This means we are not limited to one geographical location. We are committed to attracting and developing a diverse workforce, seeing individual differences as opportunities for innovation and growth. Our company is about culture-add, not culture-fit.
Our DE&I (Diversity, Equity and Inclusion) strategy is ingrained in everything we do here at CloudM. From recruitment and employee engagement to our EVP (Employee Value Proposition). We use gender bias decoders to check our job listings are inclusive and post on LGBTQ+ and neurodiverse job boards for our recruitment. Our EVP includes flexible working hours (we believe flexible working should be the norm, not the exception), generous family leave pay (commonly known as maternity/paternity/adoption leave), EAP (Employee Assistance Program) and mental health first aiders. All of this helps with our team’s work-life balance, removing barriers to childcare or caring for relatives and pets. Our team can do the school run or even go to the gym in the middle of the day. We are trying to build a culture of flexibility and inclusivity for the long term.
Location:
Varna, Bulgaria - Office Based, when passed probation remote working is offered. Please only apply for this role if you are located within commutable distance of Varna.
What CloudM can offer you:
- Unlimited paid holiday 🌴
- Flexible working - we ask that you work during core hours (10-4) to help with collaboration, but outside of that you can work when suits you 😊
- Time off for learning & development 🎓
- Birthdays off 🎁
- Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory 📈
- High-spec equipment (laptops, phones, etc.) 💻
- Working from home equipment budget 🏠
Environmental & Social Responsibility:
Our business strives to progress our industry as a whole and are using the B Corporation framework to continuously build on how we can treat our employees, community and environment with respect.
We expect that all of our employees play their part in our social progression plans, whether that’s leading the environmental board, playing a part in the DEI community, participating in a charity support day or simply just following our advice on buying locally and considering the environment when booking a hotel or restaurant. Every bit counts.
Apply Now:
If you are interested in joining one of our teams, get in touch today!
Please send an email including your CV to careers@cloudm.io
- Locations
- Varna - Bulgaria
- Remote status
- Hybrid Remote
Product Support Engineer (Varna, Bulgaria)
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