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Second Line Support

2 months ago

UK, UK, United Kingdom Hatched Recruitment Group Full time

Job Title: Second Line Support Specialist

Location: Poole

Type: Full-Time

About Us:

We are an ambitious and fast-growing fintech startup, delivering cutting-edge cloud-based financial services that are transforming the industry. Our mission is to provide secure, scalable, and user-friendly solutions that enhance the way people manage their finances. We are looking for a talented Second Line Support Specialist to join our growing team and help maintain an exceptional customer experience by addressing more complex technical challenges.

Role Overview:

As a Second Line Support Specialist, you will handle escalated technical issues from the first-line support team, providing advanced troubleshooting and resolution. You will be key in diagnosing complex problems with our cloud-based fintech platform, collaborating with product and engineering teams to ensure timely resolutions and continuous improvement. This role requires strong analytical skills, technical expertise, and a customer-focused mindset to ensure a seamless experience for both external customers and internal users.

Key Responsibilities:

  • Advanced Troubleshooting: Address and resolve escalated issues from first-line support, including complex technical problems related to our cloud-based platform, integrations, APIs, and system configurations.
  • Accounting or Financial Services software or industry knowledge
  • Incident Management: Act as the primary contact for critical incidents, ensuring they are logged, escalated, and tracked in accordance with SLAs, and resolved with minimal disruption to customers.
  • Technical Investigations: Perform in-depth investigations into recurring issues, working closely with engineering teams to identify root causes and develop long-term solutions.
  • Collaborate with Development Teams: Work with product and engineering teams to understand system changes, new features, and known issues, providing insights from user feedback to improve platform performance.
  • Platform Monitoring & Maintenance: Assist in monitoring platform health and performance, proactively identifying potential issues before they escalate, and implementing corrective actions.
  • Documentation: Create and maintain detailed internal documentation, including troubleshooting guides, system processes, and known issues for use by first-line support and other internal teams.
  • Customer Communication: Liaise with customers when necessary to provide updates on complex cases, ensuring they are informed and confident in the progress of issue resolution.
  • Feedback Loop: Provide detailed feedback to first-line support on handling specific cases, and contribute to ongoing training and knowledge sharing within the support team.

Qualifications:

  • Experience: 2-3 years of experience in a second-line technical support role, preferably in a cloud-based fintech, SaaS, or technology-driven startup environment.
  • Technical Skills: Strong working knowledge of cloud technologies, APIs, web services, and integrations. Experience with monitoring tools, SQL, and basic scripting (e.g., Python, Bash) is a plus.
  • Problem-Solving Ability: Proven ability to diagnose and resolve complex technical issues, including deep troubleshooting of platform errors, system performance issues, and integrations.
  • Customer Service Skills: Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users and collaborate with cross-functional teams.
  • Incident Management Experience: Experience managing critical incidents and following structured escalation paths to resolve issues within SLA guidelines.
  • Team Player: Ability to work collaboratively with support, product, and engineering teams to resolve issues and implement improvements.
  • Analytical Mindset: Ability to prioritize tasks effectively, balancing immediate fixes with long-term platform stability.

Preferred Qualifications:

  • Experience working in fintech, payments, or financial services.
  • Familiarity with cloud platforms like AWS, Google Cloud, or Azure.
  • Knowledge of DevOps tools (e.g., Docker, Kubernetes) and CI/CD pipelines.
  • Experience with CRM/ticketing systems (e.g., Zendesk, Jira) and monitoring/logging tools (e.g., Splunk, Datadog)