At Deskpro, we make helpdesk software and we have customers of all shapes and sizes from across the globe, including Vodafone, Microsoft, NHS, and Panasonic. Deskpro is a large product with a large variety of features and modules, from email, chat, and voice, to blog posts, knowledgebase and guides, and everything in between. There's always something new to build.

We have a Wimbledon office but remote opportunities are available for UK-based candidates.

What you will do as a senior full-stack engineer

As a senior full-stack engineer, you will help build new features and modules, you'll be involved in shaping our underlying product frameworks and our internal processes like code reviews and deployment, and you'll get to participate in feature planning and have real input on the direction we take the product and the company as a whole.

You'll be joining a small team where your specific experience will have a great impact. You will have a lot of autonomy over your own projects and you will get to use your expertise to lead by example.

Technology we use and where we're going

Deskpro is a polyglot company. A lot of our existing product backends are written in PHP (Symfony, Laravel), but as the product evolves, we're shipping NodeJS/Typescript and Golang services, too. Most of our Cloud services are serverless NodeJS/Typescript projects. We use a lot of other technologies like Elastic, Redis, and services offered by AWS like DynamoDB. We're big fans of using the right tool for the job.

The main product frontend is all Typescript/React that talks to GraphQL backends. Other parts of the business use React/NextJS or even Svelte. We've spent time looking at maturing technologies like Web Components and have some ideas on improving our frameworks with agnostic UI libraries through tools like Lit.

Node is becoming an even bigger part of our tech stack going forward as we embark on the development of exciting new projects and features like chat bots and AI. The Node community is ever changing and we need people who know the ecosystem well to help our team make fundamental decisions.

Why should you be interested?

• You'll get to use and learn about many different products, APIs and technologies. Deskpro is the central hub for a lot of companies, and we're always adding new features, modules and integrations.
• You'll get to work with real customers and get a peek into how other businesses operate.
• You'll get to learn about scaling software as well as scaling the SaaS platform as a whole.
• You'll get to try out new technology. We are constantly updating our stack and are always on the lookout for tools that will help us be more productive.

You are a good fit for the role if...

• You have an earnest interest in developing software with a desire to learn more about the craft.
• You enjoy taking the lead on big projects and enjoy a strong sense of ownership over the stuff you build.
• You have a lot of experience with Typescipt/Node as both a backend and frontend technology.
• You've got experience with React. Experience with NextJS specifically is ideal.
• You have excellent written and verbal communication skills. We are big believers in "writing stuff up", everything from spec's to dev docs to RFC's. You need to be able to know your audience and communicate clearly.
• You enjoy solving problems yourself and like working in a "get stuff done" environment. We're a small team and we all generally just get on with things in a fairly autonomous manner. You won't be micro-managed.

Examples of projects we've been working on lately

• Chat bots and AI – automated real-time responses to instant messenger messages from users, including scripted responses, decision paths and flow charts.
• Voice -- Incoming and outgoing calling from the browser, including features likes automated call routing and simple IVRs.
• AWS -- Moving all our infrastructure to AWS. This has included some ambitious projects like re-writing the email parser to make it more efficient.
• Reports -- New reporting system with dashboards, scheduled reports, and sharing.
• Apps platform -- A platform that allows third parties to create "apps" that run within Deskpro.
• Filtering and search -- New filtering and search system to improve efficiency, accuracy, and UX.
• Social / Multi-channel messaging -- we are building out generic data structures with flexible ingress APIs to allow connecting Deskpro to any messaging channel including social sites like Twitter and Facebook, but we also envision integrations with systems like eBay messages or Apple/Google app stores. We'll be able to process any kind of communication.
• New GraphQL API backends.

• Strong experience with PHP
• Strong experience with RDMS (we use MySQL).
• Experience building SPA's with React and Typescript.
• Experience with AWS is a bonus.
• You should be a fast learner. We often venture into unknown territory so you should be a Google-fu master and have experience-driven intuition.
• You should be excited to dive deep into new technology and new programming languages. We're always happy to try new things if it'll help us ship better software.
• You should have a strong understanding of software architecture with opinions on "the right way" to do things.
• You should be a "do-er". You will have a lot of autonomy over your own work, and you will be expected to work with the team to make sure your projects get shipped.
• You work well with others and enjoy sharing your knowledge and leading by example.
• You should love the colour green. We're putting a big focus on delivering well-tested and super-solid software!

• Competitive Salary + Share Options
• Varied work. Both in terms of what product features you will be working on, but you'll also have the opportunity to immerse yourself in other aspects of the company such as product planning, customer support, etc.
• A mixture of autonomy over your own work and real responsibilities to the team and business.
• Your choice of equipment (most of our devs like Macbook's with two 4k monitors).
• We encourage self-improvement: Company-sponsored server/hosting for your side projects; books; conferences; courses. Just ask!
• A chance to be truly invested in your work and the company with a generous share options scheme.
• BUPA Private Healthcare & Cash Scheme, Pension Scheme, Bike Storage, Season ticket loans, Reduced gym membership.

No recruiters or agencies please

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At Deskpro, we're revolutionising the customer support industry with our innovative helpdesk software platform. We empower thousands of companies by providing them with our award-winning customer support software (SaaS) that they use to deliver exceptional customer service. This role is a great opportunity for someone experienced in customer support for B2B software and is looking to become a key part of our growing team!

Every day is different at Deskpro, but you can expect things like investigating questions from customers, helping users set up configurations that work best for their businesses, and assisting with onboarding. If you are a curious problem-solver, not intimidated by technical challenges, and have a passion for making customers smile, then you could be a great fit in our friendly and diverse team.

We’ve been expanding significantly over the last year, so this is a really exciting time to join Deskpro; both the tool and company are growing so there is plenty of opportunity to play a significant role in our team.

For more information about Deskpro, head to our Careers page.

What will you be doing?

• You'll be a core part of the Deskpro team, and one of our primary customer-facing representatives, excited by responsibility from day one.
• Communicating with our customers (and potential customers) via support tickets, live chat, voice and social media - all through Deskpro.
• Our customers use Deskpro in all sorts of different ways and integrate it with a range of other products and services. You'll be faced regularly with requests for help about something you've not heard of or thought about before, with the opportunity to learn and find answers.
• Testing for and logging software bugs, escalating as necessary to technical support, and following up with users once they’ve been resolved.
• Updating help content built into Deskpro and writing new content as we launch new features.
• Helping new customers with the onboarding process, including configuration and training sessions.
• Gathering customer feedback about their experience with Deskpro and sharing your knowledge with the Product team.

• 2+ years experience in customer support at a B2B software company
• You’re comfortable with technical elements of supporting software (e.g. our reporting language, logical flows in automations, APIs). We have a technical support team for resources and escalation, but you’ll be expected to be able to answer simpler technical questions independently as well as fully investigate questions before any escalations.
• Truly outstanding writing abilities. This role involves communicating complicated ideas in a simple way to customers, and you’ll often need to be synthesising information from a few different places in order to answer questions.
• You’re independent and proactive. Our team is friendly and supportive (no pun intended!) so you’ll have lots of help available, but you need to be comfortable being the driver of your own productivity.
• An ability to and affinity for learning quickly. Deskpro is a powerful and complex product, so there is a large amount to learn, understand and support.
• Happy to work 3 days a week (Tues/Weds/Thurs) in our Wimbledon office.

We are a friendly team based in central Wimbledon, 5 minutes walk from fantastic transport links (train, District and Northern line tubes, buses, trams).

• Salary range of £35-45k, dependent on experience.
• 25 days holiday plus UK Bank Holidays
• BUPA Private Healthcare & Cash Scheme, pension scheme, Bike storage, season ticket loans, reduced gym membership, cycle to work scheme
• Free Phone SIM (unlimited calls, data etc).
• Laptop & 2 x 4k Monitors, ergonomic chair & sit-stand desks as standard.
• Personal budget for training and growth.
• Lovely office with a friendly team: think monthly team lunches, the occasional office dog, beverage and snack options from coffee and tea to Thursday afternoon beer and wine.

No recruiters or agencies please.

See more jobs at Deskpro

Apply for this job

At Deskpro, we're revolutionizing the customer support industry with our innovative helpdesk software platform. We empower thousands of companies by providing them with our award-winning customer support software (SaaS) that they use to deliver exceptional customer service. This role is a great opportunity for someone with experience in customer support for B2B software and who is looking to become a key part of our growing team!

Every day is different at Deskpro, but you can expect things like investigating questions from customers, helping users set up configurations that work best for their businesses, and assisting with onboarding. If you are a curious problem-solver, not intimidated by technical challenges, and have a passion for making customers smile, then you could be a great fit in our friendly and diverse team.

We’ve been expanding significantly over the last year, both in our original UK office and our Austin location, and so this is a really exciting time to join Deskpro.

For more information about Deskpro, head to our Careers page.

What will you be doing?

• You'll be a core part of the Deskpro team, and our first US-based support team member.
• Communicating with our customers (and potential customers) via support tickets, live chat, voice and social media - all through Deskpro.
• Our customers use Deskpro in all sorts of different ways and integrate it with a range of other products and services. You'll be faced regularly with requests for help about something you've not heard of or thought about before, with the opportunity to learn and find answers.
• Testing for and logging software bugs, escalating as necessary to technical support, and following up with users once they’ve been resolved.
• Updating help content built into Deskpro and writing new content as we launch new features.
• Helping new customers with the onboarding process, including configuration and training sessions.
• Gathering customer feedback about their experience with Deskpro and sharing your knowledge with the Product team.

• 3+ years experience in customer support at a B2B software company.
• You’re independent and proactive. As some context, our US team includes a pre-sales engineer and a technical support engineer, and you’ll be joining an existing support team of six support executives and three technical support engineers based in the UK. Our team is friendly and supportive (no pun intended!) so you’ll have lots of help available, but as our first US-based support hire you’ll need to be happy being the driver of your own productivity.
• You’re familiar with technical elements of supporting software (e.g. our reporting language, logical flows in automations, APIs). We have a technical support team for resources and escalation, but you’ll be expected to be able to answer simpler technical questions independently as well as fully investigate questions before any escalations.
• Truly outstanding writing abilities. This role involves communicating complicated ideas in a simple way to customers, and you’ll often need to be synthesising information from a few different places in order to answer questions.
• An ability to and affinity for learning quickly. Deskpro is a powerful and complex product, so there is a large amount to learn, understand and support.
• Happy to work 3 days a week (Tues/Weds/Thurs) in our Austin office.

We are a friendly team based in east downtown Austin, next to the tram line and about a mile from the station. It’s a great location close to lots of different breweries, coffee shops, and pickle ball courts!

• Salary range of $70-90k, dependent on experience.
• Unlimited PTO.
• Comprehensive benefits package including medical, dental, and vision plans through Aetna, 401(k) through Empower, as well as health and flexible spending accounts (HSA/FSA).
• Laptop & 2 x 4k Monitors, ergonomic chair & sit-stand desks as standard.
• Personal budget for training and growth.
• Lovely office with a friendly team: think weekly team lunches, beverage and snack options from coffee and tea to a sparkling water setup our British team covets, and the odd holiday potluck.

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Deskpro is award winning helpdesk software that helps to bring better online customer service to millions of people.

Our helpdesk software platform allows organisations to consolidate all of their customer support channels (email, phone, live chat, social) into one place. Giving them the software tools needed to provide incredible customer support.

What will you be doing?

Deskpro has two different deployment models that present unique challenges for our DevOps engineers. We run Deskpro in the Cloud as a SaaS product running on AWS, but we also ship Deskpro to customers on-premise that run the software on their own servers using docker.

Your job will encompass multiple parts of the business, everything from CI/CD setups and supporting developers, to maintaining and improving our Saas platform, to improving our on-premise products. There is a variety to this role that'll make certain you'll never get bored and your skills will always be improving.

Here are some real-life examples of tasks you'll help with:

• Improving our CI/CD processes such as improving performance
• Working with developers to improve DX for them, such as building tooling to enable engineers to work more effectively.
• Improving and maintaining our AWS infrastructure. We have lots of ideas for improving performance, scalability, and cost effectiveness.
• Helping us plan and deploy new technology.
• Building new tools for our on-premise customers, or working with customers to create stable on-premise solutions.
• Helping troubleshoot and debug production systems.

• Experience deploying containers to production on "bare metal" servers as well as Cloud providers.
• Strong experience with AWS and running containers in AWS using ECS.
• Experience with a IaC tool such as Terraform.
• Experience implementing Gitops flows and creating scalable CI/CD workflows on Github
• Experience running Linux-based servers (i.e. non-AWS environments).
• Experience with common internet protocols and technologies such as HTTP, email (SMTP, POP3, IMAP, Exchange), SAML, LDAP, etc. Deskpro is a web app that integrates with many standard protocols.
• Bonus: Experience running MySQL in production is a bonus. Deskpro uses MySQL very heavily.
• Bonus: Experience with Kubernetes in production is a bonus. Some of our customers use K8S and we want to implement better tooling and processes to support them.

You're a good fit for the role if:

• You have an earnest interest in delivering a great product to customers!
• You have excellent written and verbal communication skills. We're big believers in "writing stuff up", everything from dev docs to RFC's. You need to know your audience and communicate clearly.
• You enjoy solving problems yourself and like working in a "get stuff done" environment. You'll be working in a small autonomous team and won't be micro-managed; we trust you to work on the things that matter most.
• You should be a fast learner and Google-fu master. We often venture into unknown territory so you should be excited to dive deep into new technology.
• You should have opinions on "the right way" to do things, but not be married to them.
• You work well with others and enjoy sharing your knowledge and leading by example.

Competitive Salary + share options

• Benefits package, including 401k and healthcare benefits
• A change to be truly invested in a growing software company, with generous share options.
• A mixture of autonomy over your role and real responsibilities to the team and business.

For more information, you can visit our Careers page.

No recruiters or agencies please.

See more jobs at Deskpro

Apply for this job

About Deskpro
Deskpro is a leading provider of helpdesk software, offering an omnichannel customer support platform that empowers businesses to manage their customer communications efficiently. With a robust set of tools, Deskpro helps organizations deliver exceptional support experiences across multiple channels, including email, chat, voice, and social media. Our platform is highly customizable and integrates seamlessly with various third-party applications, making it the preferred choice for support teams worldwide.

Role Overview
We are seeking an experienced Partner Sales Executive to join our growing team in London. This role will focus on building and expanding Deskpro's partner program to drive sales growth through strategic relationships. The Partner Sales Executive will play a crucial part in identifying, developing, and nurturing relationships with partners and resellers to extend Deskpro’s market reach. This role reports directly to the VP of Sales.

Why Deskpro?
At Deskpro, we are committed to fostering an inclusive and innovative work environment. Located in the vibrant town of Wimbledon, we offer a hybrid work schedule (3 days in-office) to give our team the flexibility to thrive. Join us and contribute to transforming the future of customer support technology.

Key Responsibilities

• Develop and execute a comprehensive partner program strategy to drive new business opportunities and revenue growth.
• Identify and build relationships with key partners, resellers, and technology providers within the SaaS ecosystem.
• Collaborate with the marketing and sales teams to create joint go-to-market plans with partners.
• Train and enable partners to effectively position and sell Deskpro’s platform.
• Track partner performance, providing necessary support to achieve mutually beneficial objectives.
• Lead business development efforts, identifying new markets and partnership opportunities to accelerate growth.
• Report regularly to the VP of Sales on partnership growth metrics and initiatives.

Required Experience & Qualifications

• Proven experience in building and managing a SaaS partner program, with a strong track record of driving sales through partnerships.
• 5+ years of sales, business development, or partner management experience in a SaaS environment.
• Strong understanding of the SaaS sales cycle, particularly in building partnerships that lead to revenue growth.
• Excellent relationship-building, negotiation, and communication skills.
• Ability to work in a fast-paced, hybrid environment with a collaborative mindset.
• Results-oriented with the ability to manage multiple projects and partners simultaneously.

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Deskpro, a leading provider of help desk software, is seeking a Security and Compliance Manager to join our team. As a Security and Compliance Manager at Deskpro, you will be responsible for ensuring the security and compliance of our software and systems, as well as implementing and enforcing policies and procedures to safeguard sensitive data.

We take security seriously, and we work with many enterprise and government clients. In this role, you will have the opportunity to make an impact and contribute to the continued success of Deskpro as a trusted provider of secure help desk solutions.

Responsibilities:

• Manage all existing security and compliance security policies, practices, procedures and systems
• Where required, develop and implement additional security policies, practices and procedures
• Ensure compliance with relevant industry standards and regulations
• Monitor and assess potential security risks and vulnerabilities
• Design and implement security controls, including authentication, encryption, and access controls
• Perform regular security audits and vulnerability assessments
• Engage with customers and prospects regarding custom security and compliance requests
• Conduct security incident response and investigations
• Educate and train employees on security best practices
• Maintain awareness of emerging security threats and solutions
• Collaborate with cross-functional teams to implement security measures
• Stay up-to-date with industry trends and best practices in security and compliance

• Proven experience in a similar role, with a focus on security and compliance
• Deep knowledge of relevant industry standards and regulations (e.g., SOC 2, ISO 27001, GDPR, HIPAA)
• Strong understanding of security principles, technologies, and best practices
• Experience in developing and implementing security policies and procedures
• Familiarity with security tools and technologies, such as intrusion detection systems, firewalls, and data encryption
• Ability to assess and mitigate security risks
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively in a fast-paced environment
• Attention to detail and strong analytical skills
• Relevant certifications (e.g., CISSP, CISM, CRISC) are a plus

Competitive benefits package including stock options. Specifics will be dependent on location (either London, UK or Austin, TX, USA).

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