Client Support Engineer

Third Bridge; Greater London; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Vacation 25 days

Personal development allowance

Private medical insurance

Pension contributions

Life insurance

Flexible work location

AI-enabled tooling access

Job summary

Third Bridge is building a new Client Support function in Greater London and seeks a founding Customer Support Specialist. You will blend client-facing work with programme management, navigating product configurations and liaising with engineering and product teams to resolve issues.

You will own the client relationship through the support lifecycle, driving fast triage, onboarding, and knowledge-base improvements while shaping the function's processes and escalation model.

Qualifications

• Experience in Customer Success, Technical Account Management, or SaaS support within enterprise environments.
• Exceptional written communication for asynchronous client interactions.
• Ability to methodically investigate issues, read logs, and explain findings clearly.
• Strong stakeholder management and proactive problem-solving approach.
• Comfort with ambiguity and a drive to build structure from scratch.

Responsibilities

• Act as the primary client contact, providing dedicated coverage and fast triage.
• Onboard clients and configure access, manage platform setups and logins.
• Lead initial triage and resolution for P2–P4 issues, and coordinate for P1 escalations.
• Collaborate with Account Managers, Tech Success, and Product teams as needed.
• Own and expand the internal knowledge base to speed future resolutions.
• Translate client feedback into actionable product enhancements for the team.
• Ensure issues are tracked to completion, upholding SLAs.
• Operate the support platform to log, triage, and report on tickets; contribute to AI-assisted workflows.

Skills

Customer Success

Technical Account Management

SaaS support

Excellent communication

Problem solving

Stakeholder management

Job description

Third Bridge is a leading global research firm established in 2007, with a team of over 1,500 employees worldwide dedicated to fueling decisions with expert insights. We accelerate and enhance decision-making for investors and business leaders by unearthing unique expert insights across multiple sectors, geographies, and topics.

For nearly 20 years, we’ve helped clients access knowledge on demand from experts, in-person and through our Library covering over 65,000 companies.

Third Bridge is establishing a new, dedicated Client Support team to serve as the primary bridge between our clients and our internal technical and product functions. As a Customer Support Specialist, you will bring a hybrid profile combining strong client-facing and programme management skills with enough technical capability to navigate complex product configurations, investigate issues, and work alongside engineering and product teams. You will own the client relationship throughout the support lifecycle, ensuring issues are followed through to resolution while keeping all stakeholders informed.

Key Responsibilities

• Primary Client Contact: Act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.
• Client Onboarding & Configuration: Liaise with teams post-launch to ensure correct platform setup, manage access levels, and resolve login capabilities. Own post-deployment configuration queries across Third Bridge's product suite, including data feeds, MCP, and agentic offerings.
• Technical Investigation: Conduct initial triage across all incoming tickets regardless of priority level. Own investigation and resolution for P2–P4 issues; for P1 issues, lead the client communication and escalation process through to resolution even where the technical fix may sit with another team.
• Cross-Functional Collaboration: Navigate internal teams effectively, knowing when to loop in Account Managers, Tech Success for complex issues, or Product teams for feedback.
• Knowledge Base Ownership: Build and maintain the team's internal knowledge base, capturing learnings from every ticket resolved. Ensure common issues are documented so they can be resolved faster over time and where possible deflected through AI-assisted tooling.
• Product Communication: Translate client feedback and identified issues into actionable product enhancement suggestions for the Product team.
• Issue Ownership: Take full responsibility for ensuring issues are tracked to completion, maintaining high standards for service level agreements (SLAs).
• Tooling: Use and maintain our support platform (such as Intercom or Atomicworks) to log, triage, track, and report on client tickets. Contribute to the configuration and improvement of AI-assisted workflows that help the team respond faster and deflect common queries.

Requirements & Profile

• Professional Background: Prior experience in Customer Success, Technical Account Management, or SaaS support within an enterprise environment. Experience working with sophisticated, premium clients (such as private equity firms, hedge funds, or financial institutions) is a strong advantage given the nature of Third Bridge's client base.
• Communication Skills: Exceptional written communication skills, with a focus on clarity and professionalism in asynchronous interactions.
• Technical Aptitude: Comfortable navigating technical concepts including API documentation, authentication flows, and platform configuration. Experience with enterprise SaaS platforms or API-based products is a strong advantage. You won't be expected to write code, but you should be able to investigate an issue methodically, read a log, and understand what you're looking at.
• Stakeholder Management: Ability to manage both client expectations and internal stakeholder communication seamlessly.
• Problem-Solving: A proactive approach to technical troubleshooting and investigation.
• Comfort with Ambiguity: Able to operate effectively in an environment without established processes, and motivated by the opportunity to build structure from scratch. This is a founding role, as you will help define how the function works, not just follow a playbook.

Why Join This Team?

This is a rare opportunity to build something from the ground up. You will be joining as a founding member of a brand new function, with the autonomy to shape how client support works at Third Bridge, from the processes and tooling to the knowledge base and escalation model. You will work closely with AI-powered support products at the frontier of what is possible in enterprise support, and have direct visibility to senior leadership as the function establishes itself.

How will you be rewarded?

We truly care about our people so in return for your work, you’ll get:

• • Vacation: 25 days (which increases to 28 days after 2 years of service) plus UK Bank Holidays

  • Learning: personal development allowance of £1000 per year

  • Health and wellbeing: private medical insurance and healthcare cash plan, a variety of health and wellbeing events to focus on mental health, Ride to Work scheme (savings on bikes and accessories)

  • Future and family: pension contributions of 4% (increases with tenure) and life insurance of 4x of your base salary

  • Flexibility: work from anywhere for one month per year, 2 annual volunteer days, 2 personal days when life throws you a curveball and 'Summer Fridays'

  • Rewards: get points through our colleague-to-colleague recognition programme to spend on hotels, gift cards, donations to charity and more

  • Social: optional social gatherings, daily breakfast and snacks, social events

  • ESG: CSR, Environment and Diversity & Inclusion (including Women at Third Bridge, Pride and Blkbridge)

  • Frontline Innovation: your chance to share your ideas for improvement through Hackathons and other events

Third Bridge values your trust and is committed to the responsible management, use, and protection of personal information. By submitting a Third Bridge job application, I hereby provide Third Bridge (including Third Bridge's affiliates and relevant third-party suppliers) with my consent to collect, store and process my personal information for the purpose of recruitment administration, as well as to share such personal information with third parties for the same purpose, in accordance with Candidate Privacy Notice.

We know that to be truly innovative, we need to have a diverse team around us. That is why Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer. If you are not 100% sure if you are right for the role, please apply anyway, and we will be happy to consider your application.