Description

Gatekeeper is a Saa S-based, next-generation Vendor & Contract Lifecycle Management (VCLM) & Third Party Risk Management (TPRM) Solution. We help our customers to restore visibility of their vendor contracts, take control of their vendor and contract processes and safeguard compliance of their third parties.
Gatekeeper has consistently achieved significant, profitable growth Yo Y with long-term customers including Ford, Accor, Roche, The Telegraph, Autotrader, Tesco and Pokemon.
Due to our strong global growth and recent private equity investment from Vista Equity Partners, we are looking for a customer-focussed and highly analytical Support Engineer to join our Customer Support team.
As a Support Engineer, you are excited by solving tough problems and enjoy helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences, via phone or email, and you’re able to empathise with customers from all backgrounds. You enjoy collaborating with colleagues on your team and other teams, to ensure timely and effective resolution of customer issues, contributing ideas on how to improve the team’s work.
Note: This is a fully remote position, open to applicants based in Poland
In this role, you will:

• Develop a deep understanding of our VCLM Saa S product, its functionalities and configurability
  
• Stay updated on the latest product features, releases, and best practices
  
• Provide exceptional technical support to customers via phone, email, and chat
  
• Diagnose and troubleshoot technical issues, including application errors and integration problems
  
• Document customer interactions and resolutions in the ticketing system
  
• Display a high level of empathy and patience in dealing with customers of varying technical levels
  
• Reproduce customer issues to validate and understand problems
  
• Collaborate with the Development team to identify and fix bugs
  
• Escalate complex issues to higher-level support or development teams when necessary
  
• Identify and suggest improvements to our support processes and tools
  
• Participate in the creation and maintenance of Knowledge Base articles and FAQs
  
• Gather customer feedback and share insights with the product management team to influence product development
  

Requirements

About you:

• A customer-focused professional with strong analytical skills and passion for helping others
  
• Comfortable working in a fast-moving, fast-growing, fast-talking environment
  
• Able to deliver value over and above expectations on a consistent basis
  
• An excellent communicator, with exemplary written and verbal skills
  
• A natural problem-solver with strong attention to detail
  
• Able to work independently and as part of a team
  
• You have a good understanding of cloud-based technologies and platforms
  
• You have a minimum of 2-3 years in Technical Support in a Saa S environment, are experienced in the use of help desk software, and familiar with Rest APIs
  
• Coachable, and a lifetime learner with a sense of humour and a lust for life
  
• Comfortable documenting business processes as clear logic diagrams
  

Nice to have:

• Experience with Vendor and Contract Lifecycle Management domain
  
• Experience with Hubspot
  
• Familiarity with i Paa S
  
• Hands-on experience implementing and onboarding customers onto a Saa S platform
  
• Fluency in another language in addition to English
  

What we offer

• 100% remote working: we live where we want to live, so offices and no commute
  
• Generous vacation package
  
• Monthly Health & Wellbeing Perk
  
• Learning & Development opportunities for lifelong learners
  
• Technology: we provide everything you need to do your best work
  
• Gatekeeper for Good: Match funding to support non-profit organisations in your local community
  
• Gatekeeper retreats
  

We live by our company vision and values. If these ring true to you, then we’d like to talk to you.

Gatekeeper offers a diverse and multicultural working environment, currently spanning 18 countries. We respect each other’s differences and welcome candidates from all backgrounds.

About us

A market-leading product, a skilled and supportive team and distinctive values make Gatekeeper a uniquely rewarding place to work.
We’re proud of the company we’re building and we’d love for you to be part of it.