Technical Support Specialist

Plum Fintech; Deutschland; Hybrid; EUR 55.000 - 70.000; Vollzeit

Benefits dieser Stelle

Stock options

Private health insurance

Annual training budget

Plum Premium

Referral rewards

Remote-friendly with 2 days in offices

Team breakfasts and team lunches

25 days holiday + bank holidays

45 remote days

2 weeks sabbatical after 4 years

Enhanced parental leave

Volunteer day

Annual team trip

Inclusive company culture

Zusammenfassung

Plum Fintech is seeking a Technical Support Specialist (Customer Operations) to join our Customer Success team. You will investigate and resolve complex customer technical issues escalated from frontline support, acting as a bridge between customers and our engineering function.

You’ll work with Engineering, Product, and Operations to diagnose trading-related issues, provide context for escalations, and help ensure rapid resolutions while maintaining a customer-first mindset.

Qualifikationen

• 2+ years of experience in a similar role or customer support or back-office operations.
• Have basic SQL, Python, Grafana or data and logs querying knowledge, enough to independently investigate issues without always relying on Engineering
• Strong analytical and troubleshooting skills, with sharp attention to detail and a genuine problem-solving mindset
• Familiarity with automation tools or AI-assisted operations workflows
• The ability to work independently on ambiguous, unstructured problems and drive them to resolution without hand-holding

Aufgaben

• Investigate and resolve escalated technical issues from the Customer Success Team, and initiate to Engineering (Level-3) where required with clear context and reproduction steps
• Perform root cause analysis on recurring incidents and customer-impacting issues
• Support incident management — monitoring, triaging, and responding to live issues, and contributing to post-mortem reviews
• Work with third-party providers to drive resolution for our users
• Maintain accurate documentation, investigation notes, runbooks, and playbooks in internal systems — keeping the knowledge base current so firstline teams can self-serve more effectively
• Collaborate with Product and Engineering to surface systemic issues, feed back patterns, and support fix validation before changes reach customers
• Identify opportunities for automation, tooling improvements, and process optimisation
• Communicate directly with customers on complex escalated cases where required, maintaining a professional and empathetic tone throughout

Kenntnisse

SQL

Python

Analytical thinking

Troubleshooting

Automation mindset

Tools

Grafana

Jobbeschreibung

Millions of people want to grow their money but don't know where to start. More than 90% of adults don't access traditional financial advice. That's the gap Plum was built to close.

We're building the proactive money platform that makes it easy for people to smartly and sustainably grow their money. Whether you're stashing the cash for tea and toast in your first home or catching some rays during retirement, we've got your back.

Since 2016, millions of people across 10 European markets have set aside more than £10 billion with Plum. But what we're most excited about is what comes next and the opportunity for our people to help shape it.

We're now going after something even bigger: the £2 trillion+ advised market in the UK and beyond, currently locked behind high fees and complexity. By combining AI-driven financial guidance with the products people actually need, we're building a solution for everyone, not just the wealthy few.

At Plum, you'll be part of a team that's ambitious, curious and driven. We move fast, learn from what doesn't work, challenge the status quo and, most importantly, build something that makes people's lives better. We believe great ideas can come from anywhere, and that the best work happens when people feel trusted to take ownership, collaborate openly and bring their whole selves to work.

Join nearly 300 Plumsters and be part of a team shaping the future of money

The Role

We're looking for a Technical Support Specialist (Customer Operations) to support our Customer Success team. In this role, you'll investigate and resolve complex customer technical issues escalated from our frontline support teams, acting as a critical bridge between customers and our engineering function.

You'll work closely with Engineering, Product, and rest of Operations to diagnose and resolve customer issues related to trading, and where needed, escalates with context to the engineering teams to ensure quick resolution. Troubleshooting skills, a customer-first mindset, and the ability to navigate across systems and stakeholders are at the heart of this role.

If you enjoy getting to the bottom of hard problems, identifying root causes, and making things work better behind the scenes, this role is for you.

You Will

• Investigate and resolve escalated technical issues from the Customer Success Team, and initiate to Engineering (Level-3) where required with clear context and reproduction steps
• Perform root cause analysis on recurring incidents and customer-impacting issues
• Support incident management — monitoring, triaging, and responding to live issues, and contributing to post-mortem reviews
• Work with third-party providers to drive resolution for our users
• Maintain accurate documentation, investigation notes, runbooks, and playbooks in internal systems — keeping the knowledge base current so firstline teams can self-serve more effectively
• Collaborate with Product and Engineering to surface systemic issues, feed back patterns, and support fix validation before changes reach customers
• Identify opportunities for automation, tooling improvements, and process optimisation
• Communicate directly with customers on complex escalated cases where required, maintaining a professional and empathetic tone throughout

Ideally You

• 2+ years of experience in a similar role or customer support or back-office operations.
• Have basic SQL, Python, Grafana or data and logs querying knowledge, enough to independently investigate issues without always relying on Engineering
• Strong analytical and troubleshooting skills, with sharp attention to detail and a genuine problem-solving mindset
• Familiarity with automation tools or AI-assisted operations workflows
• The ability to work independently on ambiguous, unstructured problems and drive them to resolution without hand-holding

Plum Perks

• We're all in this together! Own part of the company through stock options
• Private health insurance
• Annual training budget
• Plum Premium
• Referral scheme: earn competitive rewards
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
• Team breakfasts and team lunches.
• 25 days holiday + bank holidays
• 45 work-from-anywhere days: giving you the flexibility to work your way.
• 2 weeks sabbatical after 4 years to take the break you deserve.
• Enhanced parental leave
• 1 paid volunteering day annually
• Annual team trip: to a surprise destination!
• A fun, inclusive company culture (think )

Thanks, Team Plum

*Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.