About us Lantern isn’t your typical fintech start-up. It’s a pioneering Private Equity data intelligence platform with a bold mission to unleash the power of private markets data as a force for good. With our innovative SaaS platform and a passionate team, we’re taking on the challenge of disrupting the private markets industry, delivering powerful insights to GPs, LPs and Administrators. Role Summary The Support Operations Engineer ensures the reliable, efficient, and scalable operation of Lantern AI’s SaaS platform. This hybrid role combines technical troubleshooting with operational coordination, acting as a bridge between Client Success, Product, Engineering, Platform, and Data teams. You’ll help triage and resolve client issues, coordinate incidents, support user onboarding, and drive automation to make operational processes faster, smarter, and more consistent. This position is ideal for someone with at least 2 years of experience in SaaS or technical support who’s passionate about using automation and data to improve service delivery. Key Responsibilities Incident & Client Issue Management Ownership and improvement of the incident management process, supporting the operation Triage and resolve platform incidents or client-reported issues. Diagnose problems using logs, SQL, and API testing; coordinate fixes with Product and Engineering. Communicate updates to Client Success and document incidents, RCAs, and preventive actions. Operational Coordination Manage support tickets, escalations, and SLA adherence. Maintain and improve documentation, runbooks, and key operational metrics. Collaborate with Data and Platform teams to deliver performance insights and automate workflows. Release & Change Support Validate releases for support readiness and ensure consistent communication across teams. Review and distribute release notes; support automation of release and approval tracking. Security & Compliance Uphold SOC 2, ISO 27001, and internal data handling standards. Coordinate security incident response and maintain compliance documentation and audit evidence. Drive automation between Vanta, Aikido, and Jira, and organise annual penetration tests. Automation & Continuous Improvement Build and maintain automations that reduce manual support and operational workloads. Contribute to scripts, workflows, and integrations across monitoring and ticketing tools. Analyse operational data to uncover trends, improve reliability, and proactively prevent issues. Skills & Experience Minimum 2 years of experience in technical support, support engineering, or service operations within a SaaS environment. Solid troubleshooting skills for SaaS applications, APIs, and data pipelines. Familiarity with ticketing and automation tools (e.g., Jira, Zendesk, PagerDuty, Zapier, or custom scripts). Strong understanding of incident management, change control, and client support processes. Excellent communication and coordination skills across cross-functional teams. Awareness of SOC 2 or similar compliance frameworks (training provided). A proactive, analytical mindset with enthusiasm for automation and process improvement. Character Humble: You acknowledge your strengths and your weaknesses Growth Mindset: You take pride in your skills and think about how you can improve as a Support Operations Engineer and as a team member Attention to detail and organisation is a huge plus What you’ll get… A fast-paced, dynamic environment. We’re an ambitious start-up with exciting plans for growth in the Private Markets space. Support, growth and opportunity. You’ll have autonomy and support to execute bold plans, with opportunities for professional development. Flexibility. We believe in output over hours. Our hybrid model gives you the flexibility to work from home and collaborate in person as needed.