Senior Application Support Engineer

Abound; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Support Engineer to enhance their B2B platform support. You will be the first point of contact for technical queries, ensuring system availability and resolving incidents. Ideal candidates have prior experience in technical support, strong communication skills, and proficiency in SQL and Python.

Benefits

Equity

Hybrid work model

25 days' holiday + 8 bank holidays

2 paid volunteering days

Paid sabbatical after 4 years

Employee loan

Free gym membership

Team wellness budget

Qualifications

• 4+ years in a customer-facing technical support role.
• Proficient in Python and SQL databases.
• Strong communication skills for non-technical users.

Responsibilities

• First point of contact for B2B technical queries.
• Monitor availability of internal and client-facing platforms.
• Coordinate responses to platform issues.

Skills

Analytical skills

Problem-solving skills

Communication skills

Tools

SQL

REST APIs

Python

Git

Job description

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About Abound

We're on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £800 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture - what you earn, how you spend, and what's left at the end.

On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We're taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.

We're looking for an experienced individual to join us in the role of Support Engineer. This position requires the ability to balance multiple competing priorities - on any particular day you could be diagnosing a complex system issue, working with an external client to help them on-board to our platform, writing new monitoring queries to drive our alerting, or coordinating across multiple teams to manage the response to an incident.

Our technology stack: AWS (including ECS and RDS), OpenTelemetry, NewRelic, Python, Postgres, Liquibase, Angular, Docker

Who you are:

• Four or more years professional experience in a customer-facing technical support or engineering role
• Excellent verbal and written communication skills, with an ability to communicate technical concepts to non-technical users
• Strong analytical and problem-solving skills
• Experience working with SQL databases and REST APIs for debugging and reporting
• Proficiency in at least one programming language (preferably Python)
• Proficiency in Git for version control

What you'll be doing:

• Acting as the first point of contact for technical queries from our B2B clients
• Proactively monitoring the day-to-day availability and health of both our internal and client-facing platforms
• Coordinating any response required to issues with the platform, taking ultimate responsibility for seeing incidents through to resolution
• Assisting with the technical onboarding of new B2B clients, helping them get up and running with our API
• Working to improve our ability to effectively support our platform, including improving our monitoring and alerting capabilities
• Innovating our support processes to drive better outcomes for our clients

What we offer

• Everyone owns a piece of the company - equity
• Hybrid with 3 days a week in the office
• 25 days' holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering