Product Support Engineer

Product Support Team

Based in the UK, the Product Support Engineer will join a dynamic team of Engineers who specialize in providing high-quality support of the CloudM product suite to clients across the globe, ranging from organizations 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 to deliver 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.
As part of ongoing check-ins with line management, progression to 3rd line will be reviewed on an ongoing basis throughout the year.

What you’ll do:

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
Must be flexible in regards to start and end times within core hours
Contribute to the continual improvement of service & product
Weekend work is a requirement

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 communication skills
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)
M365 and/or Google Workspace admin experience

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, Novel Groupwise, or Zimbra would be highly desirable.

What you’ll get:

In addition to the competitive salary (see our “Fair pay. Done right” commitment below), you’ll get private health insurance and company contributed pensions as standard.

We have a multitude of other benefits, including a market leading parental leave policies, unlimited paid holidays, regular opportunities to attain industry recognised training and access to a discounts and rewards programme (including discounted gym membership). We've also recently announced our Work From Anywhere policy!

You’ll be invited to the bi-annual international company ‘kick off’ conferences, which are a great chance to meet your colleagues that you don’t see everyday.

As part of our DNA, we offer a flexible working environment, so we encourage you to apply and ask if this is something you require.

Our "Fair Pay. Done Right." commitment; We don't advertise salary brackets because we don't have salary brackets. We encourage conversation about your (and our) salary expectations from the off and throughout your time with us, but we don't want to discourage anyone from applying because they are on significantly more or less than a "bracket".

Location:

Our office is based in Manchester, however we are more than happy to consider remote working for this position.

So what’s next?

About Us:

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.

We have a brilliant team of more than 80 people in locations such as Manchester, Europe, USA and APAC. We’re still growing, and that means we need more brilliant people who share our ambition to join our team.

We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

Product Support Engineer