Senior Technical Support Engineer

2 weeks ago

London, United Kingdom 83zero Full time

Our client is seeking a passionate Senior Product Technical Support Engineer to help advance financial literacy and wellbeing for people around the world—all 8 billion of us

By leveraging data and behavioral psychology, our client’s technology equips users with personalized financial knowledge and skills.

As a fast-growing SaaS scale-up, our client provides financial education benefits to employees in 100+ countries through partnerships with top global employers, including Meta, PepsiCo, and Accenture.

This is a unique chance to make a positive impact globally, expand your skills, pursue your interests, and have fun along the way

Role Overview

You’ll report to the Head of Product Management and be responsible for building and maintaining our client’s best-in-class product operations. Collaborating closely with product and development teams, you’ll drive business growth and deliver an exceptional experience to both users and clients.

As a Senior Product Support Engineer, you’ll provide technical assistance to internal teams and quickly become an expert in our client’s platform. You’ll be integral to product development by focusing on scalability and user experience improvements.

This dynamic role offers variety and growth potential within an innovative company with a vibrant culture—ideal for taking your career to the next level

Key Responsibilities

Advanced Technical Support

  • Act as an escalation point for complex product issues, providing expert troubleshooting and resolution.
  • Diagnose and resolve technical issues related to product functionality, integrations, and customer environments.
  • Work with development, product management, and QA teams to address and resolve product defects and performance challenges.

Customer Engagement

  • Engage directly with customers to understand their needs and deliver tailored solutions.
  • Ensure timely, effective communication with customers on support request statuses.
  • Build strong relationships with key customers, acting as their advocate within the organization.

Product Expertise

  • Develop and maintain expert knowledge of the company’s products, including new features and updates.
  • Mentor junior support engineers by sharing knowledge and best practices.
  • Create and update internal documentation and customer-facing resources, such as knowledge base articles and FAQs.

Incident Management

  • Lead incident response efforts for critical product issues, coordinating cross-functional teams to ensure rapid resolution.
  • Conduct post-incident reviews and root cause analyses, implementing corrective actions to prevent recurrence.
  • Help develop incident management processes and documentation.

Continuous Improvement

  • Identify trends in support requests and collaborate with product teams to suggest improvements or new features.
  • Participate in product testing and feedback sessions to influence product enhancements.
  • Seek opportunities to improve support team efficiency and effectiveness proactively.

Collaboration & Communication

  • Work closely with product managers and developers to share customer feedback and insights on product performance.
  • Participate in cross-functional meetings to discuss product roadmaps and support strategies.
  • Act as a liaison between customers and internal teams, ensuring that customer feedback is accurately conveyed and addressed.

Skills and Experience

Our client values a friendly, collaborative personality and a “let’s try it” mindset. Agility and adaptability are key in this fast-paced environment.

Ideal candidates will have:

  • 5+ years in product support, technical support, or a related role for complex software products.
  • Proficiency in troubleshooting software applications, databases, and network issues.
  • Strong understanding of software development processes, APIs, and integrations.
  • Experience with support tools such as ticketing systems (e.g., Jira, Zendesk) and monitoring solutions.
  • Familiarity with cloud platforms (e.g., AWS, Azure) and scripting languages (e.g., Python, Bash).
  • Excellent communication skills, able to convey technical information to both technical and non-technical audiences.
  • Strong analytical and problem-solving abilities, with a keen eye for detail.
  • Ability to manage multiple priorities effectively under pressure.
  • A customer-centric mindset with a passion for high-quality support.
  • Experience in monitoring infrastructure processes and supporting production IIS and MS SQL systems.
  • Exposure to Kibana, Elasticsearch, or Graylog.

What’s in it for You?

Our client prioritizes people first, living by values of “friends through thick and thin,” “embracing differences, supporting individuals,” “leading and sharing,” and “always learning.”

With a supportive and open work environment, rapid growth brings excellent opportunities to gain diverse experience alongside some of the brightest minds in the industry.

The benefits package includes:

  • Share options
  • Competitive salary
  • Personal learning and development allowance
  • 25 days annual leave, plus a day off for your birthday
  • Company pension scheme
  • Life Assurance and Critical Illness cover
  • Private Medical Insurance cover
  • Regular company social events and wellbeing activities
  • A flexible working environment
  • Unparalleled opportunities for rapid career development through exposure to all areas of the company
  • This role is a fantastic opportunity to make a real impact and take your career to the next level

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