1 day ago Be among the first 25 applicantsSuade''s success is built on grit, determination, and our proven ability to develop cutting edge technology to create the next generation of RegTech. The customer support specialist is key on continuing providing a world-class customer service.

You will use your experience working in the SaaS environment and you will closely work with our account managers and delivery teams to ensure not only that our clients receive proper answers to their queries, but also that our product is in line with their expectations.

Suade is delighted to be an equal opportunity employer. We have a diverse team with great values. All qualified applicants will receive consideration for employment without bias.

Job Summary:

The Support Engineer will be responsible for providing high-quality technical support as well as Product support to our clients and internal teams. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping customers. You will be the first point of contact for all issues and will work closely with our engineering and product teams to ensure customer satisfaction.

Responsibilities

As part of the Customer Support Team, you will be an integral part of the client post-sale experience and you will:

Be the first line of contact with our clients, solving their information queries and providing workarounds when necessaryProvide clear and concise explanations to customers, ensuring they understand the issue and resolution stepsEscalate unresolved issues to higher-level support or development teams, providing detailed documentation of the issue and troubleshooting steps takenFollow up with customers to ensure their issues are fully resolved and they are satisfied with the resolutionEmpathise with our clients and see the system from their perspective to find long-term solutions rather than short-term winsMaintain accurate records of customer interactions and support activities in our ticketing systemCreate and update support documentation, FAQs and knowledge base articles to assist customers in resolving common issues independentlyWork closely with other support engineers and cross-functional teams to share knowledge and best practicesParticipate in regular team meetings and training sessions to stay updated on product changes and improvementsContribute to a positive and collaborative team environment

Requirements

Basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to non-technical staff in a way that is easy to understandBasic knowledge of excel (formulas, pivot-tables)Knowledge of Python and SQLPrevious experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.)Highly organized, the capacity to multitask and work within short time constraintsQuick learner, self-motivated, detailed-oriented, and able to work with minimal supervisionExcellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with cross-functional teams

Preferred Requirements:

Previous experience working as a Business Analyst, Technical Support, QA or Software Development in SaaS environments in the regulatory spacePrevious experience working with engineering teamsFamiliarity with at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610

Benefits

25 days holiday + Bank HolidaysFlexible holiday - choose when you take your holidays by opting out of bank holidays if you would like!Additional annual leave holiday - An extra day of annual leave for every 3 years you work at Suade in addition to your existing 25 days on a pro rata basisCompany PensionMaternity leave and extraordinary paternity leaveFlexible working hoursCompany laptopWork from home budget/homeset up: £500 for new starters£500 annual training/development subsidyPerkbox

Seniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

Job function Customer ServiceIndustries IT Services and IT ConsultingReferrals increase your chances of interviewing at Suade Labs by 2xSign in to set job alerts for “Senior Customer Support Engineer” roles.

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