Airts

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Support Engineer

Software Development | Edinburgh, Scotland, United Kingdom | Full Time

Job Description

About us

We’re all about eliminating wasted effort.  We don’t believe people’s valuable time should be spent on tasks that can be done more efficiently and effectively by software.  So we created Braid, our intelligent planning platform.


Our customers are large Professional Services organisations and teams.  They use Braid to plan, schedule, and run their projects in a way that achieves the highest levels of customer satisfaction, profitability, and employee happiness.


Why we’re hiring

Braid has recently gone live in a number of large enterprise clients. As our user base expands we want to formalise support mechanisms and teams.  That’s where you come in.

As a Support Engineer, your job will be to make sure our customers get the best possible service when using Braid.  As well as ensuring our customers love us, you will be one of the main conduits of customer feedback into Airts, and you’ll be expected to use that knowledge to input into product direction.


What you will do

  • Assist customers with support tickets, providing them with a high degree of confidence that you’ve “got their back”.

  • Investigate the cause of support tickets and resolving them if possible or escalating to the the development team as appropriate.

  • Writing support documentation or producing other resources to make sure that customers can help themselves.

  • Inputting into QA to make sure that bugs that make it to a live deployment can never happen again.

  • Inputting into our product roadmap to make sure that usability issues faced by our customers are improved.

  • Working on new customer roll-outs to set up support processes, manage deployment infrastructure or ship releases.

  • Longer-term, an opportunity to help recruit and grow our support function.


You are

  • Passionate about delighting customers.

  • A technology generalist - able to turn your hand to just about anything.

  • Always learning new things, and keen to share your ideas of how we can be better.

  • Comfortable challenging and raising issues at any level.


Bonus points if you have

  • Prior experience in a support or QA role.

  • Are able to code and script.

  • Worked in (or with) the Professional Services industry.


Join us

We are a small but growing company. We are a minnow selling to whales, and that sometimes brings high-pressure situations. But we love our fun, flat and friendly workplace, where we are welcoming to all.

This is your opportunity to “get in at the ground floor” of our Support function and ensure that we meet the high standards of our customers and ourselves. Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your CV!