Description
Our Support Engineering team
It’s an exciting time for our Support Engineering team. Our customer base is growing fast and is more diverse than ever with Making Tax Digital on the horizon. Support Engineers work closely with our first-line customer support team, the wider engineering team, and third-party service providers, to bring every situation under control in a polite and helpful manner.
It’s an exciting time for our Support Engineering team. Our customer base is growing fast and is more diverse than ever with Making Tax Digital on the horizon. Support Engineers work closely with our first-line customer support team, the wider engineering team, and third-party service providers, to bring every situation under control in a polite and helpful manner.
The role
You’ll lead a group of highly collaborative support engineers and gain a broad experience of the FreeAgent application, discovering exactly what’s happening behind the scenes when things haven’t gone as planned. You’ll lead the team to balance solving customer issues day-to-day with working on development projects to build software that helps internal teams complete their job as efficiently as possible.
As well as strong technical and diagnostic skills, you’ll bring to the role a passion and enthusiasm for delivering exceptional customer service for our users and internal stakeholders alike.
As well as strong technical and diagnostic skills, you’ll bring to the role a passion and enthusiasm for delivering exceptional customer service for our users and internal stakeholders alike.
Your typical week will involve:
- Coordinating work, and facilitating team technical and customer support discussions to help make decisions
- Working with your team and the wider business on prioritisation, unblocking bottlenecks, roadmap planning for future development cycles
- Helping your team to keep the quality of their code and solutions high and assisting in resolving complex enquiries
- 1-1s with all your direct reports. We believe regular contact with your team members is essential, as is giving and receiving feedback
- Coaching, mentoring and developing engineers to help them craft the perfect career path at FreeAgent
- Hiring responsibilities. Conducting interviews, reviewing applications and helping to optimise our hiring journey
- Celebrating your team’s achievements!
You 🙌
Ideally, you’ll have:
- Experience developing web applications, ideally in a commercial environment (we predominantly use Ruby on Rails)
- Evidence of effectively managing and developing a team to achieve shared goals
- The ability to thrive in a collaborative environment while embracing accountability
- A learning mindset, always open to improve yourself and learn from others
- Excellent English and grammar skills
Perks 🎁
Annual starting salary of between £52,000 - £66,000 per annum depending on experience, with room to progress to £71,000 within the senior band.
Our starting salaries typically leave some opportunity for growth within the band as salaries are linked to performance expectations to nurture our culture of fairness, learning and development.
Our starting salaries typically leave some opportunity for growth within the band as salaries are linked to performance expectations to nurture our culture of fairness, learning and development.
We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:
- 33 days holiday (and an extra day for each year you're with us)
- Flexible/hybrid working
- Private health care
- Life assurance
- 5% matched pension contributions
- Summer 4 day weeks (giving you 8 additional days off!)
- Buy-as-you-earn share schemes
- Sabbatical leave (unpaid)
- Cycle to work scheme
- Wellness webinars
- Focused learning time and learning budgets
- Volunteering day
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