Product Support Analyst

Remote from
Job function
Customer Success
Job type
Full Time,
Job posted
Apply before
17 Jul 2023
Computer Software

About Cutover

The Work Orchestration & Observability Platform

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.

You can choose how often you’ll work from home vs the London office – whether you’re fully remote or hybrid.

The Cutover platform interconnects teams and technologies through Collaborative Automation, enabling customers to successfully manage their IT disaster recovery, cloud migration, and release strategies. We recently raised $35 million in a Series B funding round led by Eldridge (alongside existing investors Index Ventures, Sussex Place Ventures, and Contour Ventures) and we’re thrilled to be embarking on our next chapters of growth.

We’re looking for a Product Support Analyst to grow our UK support coverage and are open to speaking to candidates ranging from Mid to Senior level.

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, working 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; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets
  • 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 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…

  • Fluent in English with a professional but friendly writing style
  • Prior customer facing support experience looking after a cloud based SaaS products or web applications
  • A skilled troubleshooter with an inquisitive mind
  • Strong attention to detail
  • Experience working within ticketing and live chat systems (e.g. Jira, Intercom, Zendesk etc)
  • Comfortable adapting to change and learning on the fly

Nice to haves:

  • 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.
  • 25 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.
  • Aviva pension scheme.
  • Work from home stipend
  • 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 subsidised therapy sessions to subscriptions to leading wellbeing platforms.
  • All the company swag you could ever need.

Target compensation package: 35k-45k base + stock options + benefits.

The final offer may vary from the target compensation package, taking into consideration factors such as your experience level and skill set.  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 – especially during the past two years of the pandemic.

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.

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What position is Cutover hiring for?

Cutover is hiring a remote Product Support Analyst from

What type of employment does Cutover offer?

This is a Full Time role.