Support Engineer

Support Engineer – London, Cheltenham or Manchester
About Finova
Finova is the UK's largest mortgage and savings technology provider, powering one in every five mortgages across the country. Our agile, cloud-native solutions help over 60 banks, building societies, specialist lenders and equity release providers — plus a network of 2,400+ brokers — stay ahead of the market.

We offer a flexible, proven suite of software that covers the full customer journey — from mortgage and savings origination to servicing and CRM. Backed by an open architecture and a team with deep industry expertise, our platform is built to scale. Today, we process over £50 billion in loans each year, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

For Lenders
Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently, and deliver standout digital experiences. You can run your entire mortgage and savings business on Finova — or just use the modules you need, tailored by our team or configured in-house through our low-code platform.

Our Solutions Include

• Lending – end-to-end mortgage and specialist lending software built for speed, flexibility, and scale.
• Decisioning – powerful tools for smarter, more personalised lending decisions.
• Servicing – intuitive workflows and automation to simplify day-to-day account management and customer servicing.
• Savings – configurable onboarding and customer engagement tools across all savings products.
• Intermediary Manager – broker relationship and compliance management, powered by real-time external data.
• Broker ID – fast, automated broker verification and compliance tracking using KYB, KYC, and live monitoring from public data sources.

Lenders use Finova to launch products faster, process applications up to 50% more efficiently, and reduce operational costs — all while staying fully compliant in a fast-moving market.

About The Role
We are looking for an experienced Support Engineer to join our Application Support team. You will play a key role in maintaining the stability, performance, and reliability of Finova's Azure-hosted applications, ensuring exceptional service delivery to our clients.

This is a hands-on technical role focused on diagnosing and resolving complex production issues. You'll use your expertise in C#, MSSQL, jQuery, and CSS to identify issues, deliver fixes, and drive continuous improvement across our application landscape.

What will you be doing?
Incident Management And Resolution

• Act as the escalation point for Level 2 incidents, taking ownership of complex issues through to resolution.
• Conduct in-depth troubleshooting of application and database issues across C#, MSSQL, and web-based technologies (JavaScript, jQuery, CSS).
• Analyse logs, code, and configuration files to identify root causes and implement long-term solutions. Experience of AppInsights and KQL beneficial.

Application And Environment Support

• Support and maintain Azure-hosted applications, ensuring uptime, performance, and stability.
• Configure and manage propriety JSON, YAML, and XML build configurations.

Collaboration And Knowledge Sharing

• Partner with Development, CloudOps, and QA colleagues to resolve issues and enhance system reliability.
• Create and maintain knowledge base articles, documentation, and post-incident reviews.
• Mentor and support L2 engineers, promoting best practices and knowledge transfer.

Compliance And Data Protection

• Ensure all support activity complies with data protection standards, particularly around PII data handling.
• Maintain strict adherence to internal security and compliance frameworks.

About You
We're looking for someone who demonstrates tenacity, resilience, and curiosity — someone who thrives in a fast-paced environment and enjoys solving complex challenges.

Experience And Skills

• Previous experience as an L2 or L3 Support Engineer in a software or SaaS environment.
• Strong technical skills in C#/.NET, MSSQL, jQuery, CSS, and Azure-hosted applications.
• Hands-on experience with Azure DevOps Build Pipelines
• Configuration management using JSON, YAML, and XML templates.
• Good understanding of data protection principles and PII data handling.
• Excellent analytical and troubleshooting skills.

Desirable

• Familiarity with CI/CD pipelines and DevOps practices.
• Experience using monitoring and logging tools (e.g., Azure Monitor, Application Insights, Log Analytics).
• Background in financial services, fintech, or other regulated industries.

Soft Skills

• Strong communication skills, both written and verbal.
• Calm and methodical under pressure, with a focus on delivering high-quality outcomes.
• Proactive and self-driven, with a collaborative approach to problem-solving.
• Committed to continuous learning and improvement.

What We Offer
Flexible Working: 25 days holiday plus bank holidays, bank holiday trading and holiday purchase options, the opportunity to work from anywhere in the world for up to 4 weeks per year, and a flexible hybrid working policy.

Looking After You: Life Assurance, Group Income Protection, Private Medical Insurance, a pension scheme via Salary Exchange, an Employee Assistance Programme, and access to a Virtual GP.

Family-Friendly Policies: Enhanced maternity and paternity pay, as well as paid time off for fertility treatments and pregnancy loss.

Extra Perks: Cycle to Work Scheme, discounts on shops, restaurants, and gym memberships, free fresh fruit daily, and opportunities to join colleague networks and social groups.

Giving Back: One paid volunteering day annually and the Give-As-You-Earn scheme to support your favourite charities.

Equal Opportunity Statement
We value diversity and are committed to creating an inclusive environment for all employees. If you're passionate about this role but don't meet all the criteria, please reach out—we'd love to discuss how your skills and experiences align with our needs.