Application Support Engineer - Graduate-level

Penfold; London Borough of Southwark; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Share options

10% pension contribution

Medical insurance

Unlimited holiday

Hybrid working

Office near Borough Underground

Free lunch weekly

Laptop & WFH gear

Cycle to work

Job summary

Penfold is building a modern, tech-first pension platform. We’re seeking an engineer starting out in their career to split time between first line support and development work, learning to automate processes and reduce support volume.

You’ll join a scaling function team and work with a Team Lead, with chances to move into a Product Engineer role as you grow. This role is ideal for a curious, data-driven coder in London.

Qualifications

• Baseline software development knowledge required.
• Familiarity with JavaScript/TypeScript and databases helpful.
• Strong communication and data-driven decision making expected.

Responsibilities

• Support customer-facing operations within SLAs.
• Review and improve production support processes.
• Automate BAU tasks to reduce support volume.
• Use monitoring tools to spot performance issues.
• Collaborate with product teams on UX feedback.
• Create technical docs for internal knowledge base.

Skills

JavaScript/TypeScript

SQL databases

Communication skills

Data-driven mindset

Job description

Hi, we’re Penfold - we’re on a mission to help everyone save enough to be comfortable in later life!

There’s over a trillion pounds sitting in UK pensions – but most of it is with legacy providers offering outdated products and poor service. We’re here to change that.

Penfold is building the pension of the future – a modern, tech-first platform that makes saving for later life easy, engaging and accessible for everyone.

We’re a growing team of 70+ builders across London and Tallinn, backed by some of the world’s leading FinTech investors. Having raised £25M+, we manage £1bn+ in pensions for over 100,000 savers and thousands of businesses — and we’re on track for profitability next year.

As one of our first 100 hires, you’ll play a key role in shaping our culture and have loads of opportunity to grow, progress and make your mark.

About the role -

We’re looking for an engineer starting out in their career, who wants to grow their technical skillset whilst also adding value to the business.

The role will be a split of ~50% first line support, ~50% build work. You will be investigating and helping to resolve customer issues, whilst working on automating our processes to reduce support volume. We have reduced support volume by 5% last year despite our user base growing over 25%.

The plan for this role is to work in a 50/50 cadence of support/build work for ~a year and then to move into a Product team as a Product Engineer, or to reduce the support workload to a small amount and spend more time on product work. Our last two Application Support Engineers are now in our Product teams as an Associate and a SWE I engineer!

You will be joining another Application Support Engineer who works with the same 50/50 cadence and be managed by our Team Lead who looks after our Scaling function that’s responsible for building internal tools that enable us to scale the business

Your responsibilities

• Supporting our Customer Support, Operations and Growth teams to ensure critical tasks are completed within our SLAs
• Reviewing and improving our production support process
• Identifying key tasks to automate and automating as many Business-As-Usual tasks as possible so you can focus on high-value problems
• Using our monitoring tools to identify performance issues and working with our Platform Engineer to resolve them
• Collaborate with the product team to provide feedback on user experience and identify areas for improvement
• Provide training and support to the wider team on technical issues
• Create technical documentation for our internal knowledge base

Skills and Experience:

We do not require previous work experience; however, we do need a baseline level of software development knowledge in order for you to be as effective in your role as possible. This includes:

• Knowledge of Javascript/Typescript
• Knowledge of SQL databases (PostgresQL is a plus)
• Good communication skills
• A data-driven mindset - you are able to interrogate metrics and analytics to inform decisions

What We’re Looking For

• A motivated engineer who wants to grow their technical skillset in the early stages of their career
• An engineer who can communicate with non-technical stakeholders and helps them to understand issues
• A data-driven person who can spot opportunities through analysis to improve processes and help to implement them
• Someone who wants to grow into a Product Engineer role

Benefits:

We’re working hard to create a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do. Specifically, our benefits package includes:

• A competitive salary; we proactively review salaries to make sure you get what you deserve
• Meaningful share options, you’ll own a part of Penfold and share in our success
• 10% pension contribution each month that you don’t need to match (on top of your salary)
• Medical insurance, through Vitality
• Unlimited holiday, we’re interested in your output, not how many holidays you go on!
• Hybrid working, we like people to come in to our office (so it would be great if you lived in the London area) at least a couple of days a week to collaborate, but we trust you to get your work done in whatever environment suits you
• Great community office space, plenty of people come into our wonderful private office near Borough Underground station.
• Free tea, coffee, soft drinks and snacks
• Free company lunch every week (e.g., Borough Market, Mercato Metropolitano)
• Laptop and any WFH equipment you need
• Option to buy a bike tax free, and spread the cost (using the cycle to work scheme)
• Learning and Professional Development – we conduct regular 360 feedback and focus on role progression that suits each person. We support everyone with courses, events and coaching to help everyone reach their goals
• Quarterly company socials, and regular meet-ups throughout the year too!
• Plus a host of other benefits – see here: https://getpenfold.com/careers

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We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we’re happy to answer these anonymously if that makes you feel more comfortable.

We’re all about giving every candidate the best chance to shine. If you require any reasonable adjustments to the job description, application, or selection process, just let us know — we’d be happy to help. When it comes to hiring, we focus only on your skills, experience, and how you live our values.

As part of our hiring process, we may record your interview and use AI tools to generate notes. This helps us capture details accurately and ensures a fair review by our hiring panel. By attending an interview with Penfold, you consent to the use of recording and AI-generated notes for this purpose. If you have any concerns or would prefer not to be recorded, please let us know in advance.

As we’re a regulated business, any offer (and ongoing employment) depends on passing the usual pre‑employment and regulatory checks, which are started before your first day.