Overview
Suade is seeking a Customer Support Engineer to provide high-quality technical and product support to clients and internal teams. The role involves working in a SaaS environment, collaborating with account managers and delivery teams to ensure client queries are resolved and product aligns with customer expectations.
Responsibilities
* Be the first line of contact with clients, solving information queries and providing workarounds when necessary
* Provide clear and concise explanations to customers, ensuring they understand the issue and resolution steps
* Escalate unresolved issues to higher-level support or development teams, with detailed documentation of the issue and troubleshooting steps
* Follow up with customers to ensure issues are fully resolved and customers are satisfied with the resolution
* Empathise with clients and consider the system from their perspective to find long-term solutions
* Maintain accurate records of customer interactions and support activities in the ticketing system
* Create and update support documentation, FAQs and knowledge base articles to help customers resolve common issues independently
* Collaborate with other support engineers and cross-functional teams to share knowledge and best practices
* Participate in regular team meetings and training to stay updated on product changes
* Contribute to a positive and collaborative team environment
Qualifications
* Basic understanding of financial products (e.g., Securities, Derivatives) with the ability to communicate technical information clearly to non-technical staff
* Basic knowledge of Excel (formulas, pivot tables)
* Highly organized with the ability to multitask and work within short time constraints
* Quick learner, self-motivated, detail-oriented, and able to work with minimal supervision
* Excellent English verbal/listening and written communication skills for cross-functional collaboration
Preferred Requirements
* Experience in SaaS environments in regulatory spaces (Business Analyst, Technical Support, QA or Software Development)
* Experience with support desk tools (Zendesk, Freshdesk, Jira, etc.)
* Experience working with engineering teams
* Familiarity with reporting requirements (COREP/FINREP/LIQUIDITY/IFR/MAS610)
* Basic knowledge of Python and SQL
Benefits
* 25 days holiday + bank holidays
* Flexible holiday policy
* Additional annual leave based on tenure (pro rata)
* Company Pension
* Maternity and extraordinary paternity leave
* Flexible working hours
* Company laptop
* Work from home budget/homeset up: £500 for new starters
* £500 annual training/development subsidy
* Perkbox
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service
* Industries: IT Services and IT Consulting
* Location: London, England, United Kingdom
Note: This listing may include referral prompts and related job postings. The company is an equal opportunity employer.
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