Product Support Analyst

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression.

Location: US, remote (working hours 9-6 EST)

Cutover’s Collaborative Automation SaaS platform enables enterprises to simplify complexity, streamline work, and increase visibility. Cutover’s automated runbooks connect teams, technology, and systems, increasing efficiency and reducing risk in IT disaster and cyber recovery, cloud migration, release management, and technology implementation. Cutover is trusted by world-leading institutions, including the three largest US banks and three of the world’s five largest investment banks.
We’re looking for a Product Support Analyst to grow our US support coverage.

Cutover Product Support Analysts provide exceptional support ensuring our growing B2B client-base have the best possible experience with Cutover. As a team, we’re committed to being the customer advocate, resolving technical issues, answering usage questions, and presenting workarounds where needed. 

The role requires excellent and confident communication skills, a strong knowledge of web/SaaS technologies, a keen investigative mindset, a positive demeanour and a dedication to continual improvement.

What will you be doing as Product Support Analyst

• Day-to-day support for our enterprise clients; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets, with occasional phone support for high priority issues
• Become a subject matter expert in the product features and functionalities 
• Investigate, troubleshoot and document product issues and collaborate with our QA and engineering teams to expand technical support knowledge 
• Assist in internal support documentation and process creation
• Communicate with internal teams such as Customer Success and Product Management on customer feedback, concerns and opportunities
• 9am-6pm Monday to Friday working hours, with occasional emergency out of hours/weekend phone support

What we'd like you to bring to the table…

• Strong communicator with a clear, professional, and friendly writing style
• 2-5+ years customer facing technical support experience looking after cloud based SaaS products or web applications
• Technically inquisitive and skilled troubleshooter
• Strong attention to detail
• Experience working within ticketing and live chat systems (e.g. Jira, Intercom, Zendesk etc)
• Experience using DataDog or similar logging and monitoring tools
• Comfortable adapting to change, learning on the fly and working under pressure with high profile clients
• Takes diligent ownership of issues and customer experience

Nice to haves…

• Experience supporting major incidents
• Working knowledge of Ruby on Rails, Postman, JavaScript/React or other development frameworks

The good stuff…

• We're excited to offer Share Options as part of our compensation package.
• 20 days of PTO per year + public holidays, and we want you to take all of them!
• 3 volunteer days to use for any charitable/voluntary cause you would like.
• A top-tier private health insurance package.
• 401k contribution plan
• Work from home stipends
• A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you.
• If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of.
• Employee Referral Scheme.
• Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.

Target compensation package: $70,000 - $85,000 + benefits. 

The salary range reflects our openness to mid-level candidates, with the final offer tailored to your experience, skills, and expertise. If we aren't aligned on salary at this stage, we’d still love to hear from you to better understand if there are more suitable opportunities at Cutover.

Diversity Statement - Empowering Our Teams

We encourage our team to bring their authentic selves to work, which we have found has strengthened workplace relationships and fostered a genuine sense of community.

If you are excited by this role, we invite you to apply! Even if your profile doesn’t check all the boxes, please don't simply scroll past! We recognize that talent lies everywhere and that some demographic groups are more likely to apply for a "stretch role" than others. We are always open to different perspectives and professional backgrounds to keep Cutover's culture evolving and to ensure that we never stop learning. 

Cutover is an Equal Opportunity Employer. Maintaining an equitable hiring process is imperative to our mission. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran or parental status.

Learn more about Life at Cutover, our Guiding Principles, and our latest news on Twitter and LinkedIn.