Customer Support Engineer/ Application Support Engineer - London - 2025

Suade Labs Ltd; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Support Engineer to join their dynamic team. In this role, you will be the first point of contact for clients, providing high-quality technical and product support. Your ability to communicate complex technical information clearly will be crucial in ensuring customer satisfaction. You will collaborate closely with engineering and product teams to resolve issues effectively, contributing to a positive and collaborative work environment. This position offers a unique opportunity to be part of a forward-thinking company that values innovation and customer service excellence.

Benefits

25 days holiday + Bank Holidays

Flexible holiday

Additional annual leave

Company Pension

Maternity and paternity leave

Flexible working hours

Company laptop

Work from home budget

Annual training/development subsidy

Perkbox

Qualifications

• Strong technical background and excellent problem-solving skills required.
• Experience in SaaS environments and communicating technical info effectively.

Responsibilities

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

Skills

Problem-solving skills

Communication skills

Multitasking

Detail-oriented

Quick learner

Education

Basic understanding of financial products

Basic knowledge of Excel

Familiarity with reporting requirements

Basic knowledge of Python and SQL

Tools

Zendesk

Freshdesk

Jira

Job description

Suade’s success is built on grit, determination, and our proven ability to develop cutting-edge technology to create the next generation of RegTech. The customer support specialist is key in continuing to provide world-class customer service.

You will use your experience working in the SaaS environment and work closely with our account managers and delivery teams to ensure that our clients receive proper answers to their queries and that our product aligns with their expectations.

Suade is delighted to be an equal opportunity employer. We have a diverse team with great values. All qualified applicants will receive consideration for employment without bias.

Job Summary:

The Support Engineer will be responsible for providing high-quality technical support as well as 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:

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

Minimum Requirements:

1. Basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to non-technical staff in a way that is easy to understand.
2. Basic knowledge of Excel (formulas, pivot tables).
3. Highly organized, with the capacity to multitask and work within short time constraints.
4. Quick learner, self-motivated, detail-oriented, and able to work with minimal supervision.
5. Excellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with cross-functional teams.

Preferred Requirements:

1. Previous experience working as a Business Analyst, Technical Support, QA, or Software Development in SaaS environments in the regulatory space.
2. Previous experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.).
3. Previous experience working with engineering teams.
4. Familiarity with at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610.
5. Basic knowledge of Python and SQL.

Benefits:

1. 25 days holiday + Bank Holidays
2. Flexible holiday - choose when you take your holidays by opting out of bank holidays if you would like!
3. Additional annual leave - An extra day of annual leave for every 3 years you work at Suade in addition to your existing 25 days on a pro-rata basis.
4. Company Pension
5. Maternity leave and extraordinary paternity leave
6. Flexible working hours
7. Company laptop
8. Work from home budget/homeset up: £500 for new starters
9. £500 annual training/development subsidy
10. Perkbox