Support Engineer

Cronofy Ltd.; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company in Greater London is looking for a Support Engineer to provide first-class customer service and support. Candidates should have experience with APIs or SaaS products and a background in technical customer support. This role offers a chance for proven career progression and a variety of perks, including a salary between £30,000 – £40,000, pension contributions, personal development days, and a flexible working environment.

Benefits

Salary £30,000 – £40,000

Pension matched at 5%

25 days holiday plus flexible national holidays

6 personal development days per year

Private medical care with Bupa

Employee Assistance Programme

Flexible working approach

Qualifications

• Experience with API or SaaS-based product support.
• Strong technical customer support background.
• Development experience is a plus.

Responsibilities

• Help customers use Cronofy effectively.
• Resolve customer support tickets efficiently.
• Troubleshoot technical issues and offer solutions.

Skills

Experience with an API or SaaS-based business

Technical customer support experience

Troubleshooting skills

Excellent communication skills

Tools

Node.js

Ruby on Rails

C#

PHP

Go

MS Exchange

Office365

Job description

About us

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 to the smallest tech start‑ups. We’re truly international, with over half of our customers in the US and 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 offers. 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 focused on support to become an expert in what they do. We provide the time and tools to learn, improve, and develop, and we’ll support you in finding the right path.

The role

Part of the Technical Support team, the Support Engineer is responsible for supporting Cronofy’s customers, resolving technical issues and queries while providing first‑class customer support. The role involves fielding questions from the customer base, taking ownership of issues, ensuring they are seen through to completion, and reviewing and updating our documentation.

The Support Engineer also works closely with other Cronofy team members across the business to ensure positive customer experiences. They look for improvement opportunities and act on them, and collaborate with the Engineering team on product development projects that, in the long term, aid the ability to support customers on technical product‑related issues. This role reports to Rachael, Support Team Lead.

Key Responsibilities

• Help customers use Cronofy effectively
• Build an in‑depth understanding of Cronofy’s API, Scheduler tool, and the problems our customers face; become a scheduling expert
• Manage, investigate, and resolve customer support tickets, taking ownership from first response through to resolution
• Troubleshoot technical issues, identify root causes, and solve across a range of customer use cases
• Provide exceptional customer service by offering advice, resolving confusion, and identifying possible bugs
• Write clear and helpful documentation for existing and upcoming features
• Search for opportunities to improve processes and support continuous improvement within the department
• Work with Success, Product, Engineering, and Sales teams to understand and help customers

Requirements

• Experience with an API or SaaS‑based business supporting a product
• Technical customer support experience
• Development experience with APIs, Node.js, Ruby on Rails, C#, PHP, or Go is preferred but not essential
• Sysadmin experience with MS Exchange and/or Office365 is preferred but not essential

How we work

We support a predominantly remote, office‑based, or hybrid working model and value face‑to‑face time, encouraging teams to spend regular time together at our offices or suitable locations.

Our Support team currently covers the UK and Amsterdam, with meetings in Nottingham (HQ), London, and Amsterdam offices. We are open to applicants in either the UK or Netherlands.

We work hard but insist that everyone considers the balance between this and life and responsibilities outside of work. Our principles guide our behaviour and form the basis for day‑to‑day decision making. We are direct in our dealings and continually work to build mutual trust so that we can give each other feedback without fear of it being taken personally.

Hiring process

The goal is to discover what you will bringofy and what Cronofy will bring to you. It’s as important for you to determine whether this is the right move for your career as much as anything else, so don’t be afraid to ask questions. We value transparency and are happy to answer any questions you may have virtually.

What we offer

• £30,000 – 40,000 per annum, depending on experience
• Pension scheme matched at 5%
• 25 days holiday, plus flexible national holidays
• 6 personal development days per year for L&D, charitable causes or similar
• Private medical care with Bupa
• Medicash proactive cash plan for dental, optical etc.
• EAP – Employee Assistance Programme providing 24/7 mental health support
• Extended maternity and paternity leave for new parents and adoption
• Pleo card for work expenses, hardware, travel, etc.
• Flexible approach to working; remote, office or hybrid
• Principles‑driven culture that provides the framework for autonomous decision making and personal development

Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.