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Join to apply for the Engineering Manager - Support Engineering role at FreeAgent
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.
Department: Engineering
Employment Type: Permanent - Full Time
Location: Edinburgh
Compensation: £52,000 - £66,000 / year
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.
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.
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
Our work life
We believe in a strong work-life balance, we don’t work long hours (35-hour full time working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams.
At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!
Work pattern for this role
This is a permanent, full time role (35 hours Monday to Friday, 9am to 5pm).
This role will be based in our Edinburgh office, however there will be an opportunity to adopt hybrid working, under an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.
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.
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
About FreeAgent
FreeAgent aims to remove the stress and pain of dealing with business finances. From the very beginning in 2007, our aim was to create a product that would make an impact and improve the lives of micro-businesses in the UK. Now FreeAgent is one of the UK's most popular online accounting software providers, with over 200,000 customers.
Not to blow our own horn … but in 2024 we won the UK Customer Experience silver award for 'Customers at the Heart of Everything'. ICB LUCA Awards also named FreeAgent the 'Friendliest Software of the Year' in 2024 for the fifth time (following wins in 2019, 2020, 2022 and 2023). The list could go on!
From hiring our very first employee back in 2008, we’ve grown to over 250 employees who all share the same vision and values. Find out more about what it's like to work here on our Life at FreeAgent blog. If you still have questions, email talent@freeagent.com
FreeAgent is an equal opportunities employer, and we invest in our people and culture to ensure we have a happy, diverse and high-performing team. We strongly encourage applications from people with varied backgrounds and perspectives. All applicants are considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, disability, family or parental status.
We hope the detail in our job advertisements is informative but not limiting. Research shows, and we’ve observed, that underrepresented groups are less likely to apply for a role without meeting all of the criteria listed. If this feels relatable we’d encourage you to apply, even if you think there may be areas for development.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Engineering and Information Technology
* Industries
Software Development
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