Job Opportunities API

Cronofy is a high-growth technology company headquartered in Nottingham, UK. Our mission is to be the go-to scheduling infrastructure for high performance companies globally. Over the past 11 years, we’ve grown a self-sustaining, profitable business serving businesses around the world. From market leaders like GoDaddy, Houzz and Indeed through to the smallest tech start-ups. We're truly international, with over half of our customers in the US with the remainder across EMEA and APAC. Our Customer Support team provides first-class service, with a Customer Satisfaction rating of >97%. It’s an incredibly exciting time to join us, following recent funding we are in a strong position to enhance our core offering and expand into growing international markets. We are now looking for someone to help support the growth of the unparalleled Scheduling products that Cronofy offer. We actively support and encourage people to grow in their careers, and this role comes with real, proven progression. Previous support team members have moved into other areas of the business, such as engineering or infrastructure - or focus on Support to become an expert in what you do. We provide the time and tools to learn, improve, and develop, and we'll support you in finding the right path. As part of the Technical Support team, the role of Support Engineer is to resolve technical issues and queries for Cronofy's customers while delivering first-class support. The Support Engineer is responsible for fielding questions from the Cronofy customer base, taking ownership of customer issues, and seeing them through to resolution. Alongside ticket resolution, the Support Engineer regularly reviews and updates our  documentation pages . This person genuinely cares about doing right by the customer and works closely with other teams across the business to ensure that customers have positive experiences with Cronofy. They naturally look for a better way forward, using initiative to find improvement opportunities and act on them. They're curious by nature and keen to deepen their understanding, building expertise in Cronofy's API and Scheduler tool. This role will also work alongside our Engineering team on product development projects, building the technical grounding needed to support increasingly complex, product-related issues. This role reports to Rachael, Support Team Lead. Key Responsibilities: Helping customers use Cronofy effectively Building an in-depth understanding of Cronofy’s API, Scheduler tool, and the problems our customers face; becoming a Scheduling Expert Managing, investigating, and resolving customer support tickets. Taking ownership from first response through to resolution Troubleshooting technical issues, identifying root causes, and problem solving across a range of customer use cases Providing exceptional customer service by offering advice, resolving confusion, and identifying possible bugs for our customers Writing clear and helpful documentation for existing and upcoming features Searching for opportunities to improve processes and support continuous improvement within the department Working with Success, Product, Engineering, and Sales teams to understand and help customers Requirements: Clear understanding of API concepts and how they operate Experience with an API or SaaS based business supporting a product Technical customer support experience Development experience with APIs, NodeJS, Ruby on Rails, C#, PHP or Go is preferred but not essential Sysadmin experience with MS Exchange and/or Office 365 is preferred but not essential We can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and, under normal circumstances, encourage teams to spend regular time together at our offices or suitable locations. Our Support team currently covers the UK and Amsterdam. We meet in a mixture of Nottingham (HQ), London, and Amsterdam offices. For this re