Customer Support Engineer/ Application Support Engineer - London - 2025

Suade Labs; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is looking for a dedicated Support Engineer to provide exceptional technical support to clients and internal teams. This role requires a strong technical background and excellent problem-solving skills, as you will be the first point of contact for customer inquiries. You will work closely with engineering and product teams to ensure client satisfaction, document issues, and create support materials. Join a collaborative environment where your contributions will directly impact customer experiences and help shape the future of financial product support.

Qualifications

• Strong technical background with excellent problem-solving skills.
• Ability to communicate technical information to non-technical staff.

Responsibilities

• Provide high-quality technical support to clients and internal teams.
• Maintain accurate records of customer interactions in the ticketing system.

Skills

Problem-solving

Customer support

Communication skills

Technical understanding of financial products

Excel (formulas, pivot tables)

Job description

Job Summary

The Support Engineer will be responsible for providing high-quality technical and product support to our clients and internal teams. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping customers. You will be the first point of contact for all issues and will work closely with our engineering and product teams to ensure customer satisfaction.

Responsibilities

• Be the first line of contact with our clients, solving their information queries and providing workarounds when necessary.
• Provide clear and concise explanations to customers, ensuring they understand the issue and resolution steps.
• Escalate unresolved issues to higher-level support or development teams, providing detailed documentation of the issue and troubleshooting steps taken.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the resolution.
• Empathise with our clients and see the system from their perspective to find long-term solutions rather than short-term wins.
• Maintain accurate records of customer interactions and support activities in our ticketing system.
• Create and update support documentation, FAQs, and knowledge base articles to assist customers in resolving common issues independently.
• Work closely with other support engineers and cross-functional teams to share knowledge and best practices.
• Participate in regular team meetings and training sessions to stay updated on product changes and improvements.
• Contribute to a positive and collaborative team environment.

Requirements

• Basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to non-technical staff in an easy-to-understand manner.
• Basic knowledge of Excel (formulas, pivot tables).
• Highly organized, capable of multitasking, and able to work within short time constraints.
• Quick learner, self-motivated, detail-oriented, and able to work with minimal supervision.
• Excellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with cross-functional teams.