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- Tasks: Provide top-notch technical support and build client relationships while learning about fintech.
- Company: Join FoundryOS, a forward-thinking tech company focused on collaboration and continuous improvement.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a supportive work environment.
- Why this job: Be part of a dynamic team shaping the future of client support in fintech.
- Qualifications: Strong interest in fintech, excellent communication skills, and problem-solving abilities required.
- Other info: Remote work flexibility with opportunities for hands-on experience and career growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
As FoundryOS, we’re big believers in autonomous teams and iterative development. We’re crazy about continuous improvement and knowledge sharing, and want people who share our enthusiasm. We strive to always build the right thing and build the thing right, so we place great emphasis on understanding exactly what our clients need and delivering support that exceeds their expectations. We focus on solving problems quickly and learning from every interaction to continuously improve our support processes.
We think that the best support comes from genuinely caring about helping people and having a deep curiosity about how our products work and how our clients use them. We use this foundation to build comprehensive product knowledge and industry expertise, but we’re not dogmatic about it. We make client success everyone’s business – what we are going to do and how we do it are team decisions. We focus on resolving exactly what the client needs now, always aiming to provide solutions and guidance that help them succeed with our platform.
We strongly believe that you grow expertise through hands‑on experience, rather than just theoretical knowledge, so our approach to support leadership is designed to give you deep exposure to our products, our clients, and the fintech industry really fast – and really often.
We Build Our Support Function With Focus On:
- Understanding FoundryOS capabilities and client use cases across all support channels
- Leading technical troubleshooting initiatives and establishing best practices
- Developing expertise in the financial services industry and regulatory environments
- Building and maintaining exceptional client relationships through team excellence
- Zero‑to‑one function building – creating leadership frameworks, performance management systems, and support processes from the ground up
We are looking for curious and enthusiastic individuals who are passionate about learning and helping people. You’ll be among our first support hires, playing a key role in building our client and technical support function from the ground up. You’ll work directly with clients using our platform, gaining deep product knowledge while helping solve their technical challenges and questions.
Building exceptional client relationships through outstanding support is a team effort – we want to know you thrive in collaborative environments and genuinely enjoy helping others succeed. Eagerness to learn and grow is as important as prior experience – we’ll teach you everything you need to know about our platform and the fintech industry.
What You’ll Be Doing:
- Provide technical support to clients via email, chat, and phone, resolving inquiries promptly and professionally
- Learn FoundryOS inside and out, becoming an expert on features, functionality, and best practices for financial institutions
- Develop and build out comprehensive support processes, knowledge base, and training materials that scale with business growth
- Implement support tools and workflows that improve team efficiency and provide clear performance visibility
- Take ownership of client and technical issues by conducting thorough investigations, collaborating with engineering teams when needed, and seeing problems through to resolution
- Act as an escalation point for more junior engineers
- Diagnose and troubleshoot production issues by analyzing logs, traces, and monitoring data, with the ability to escalate appropriately when needed
- Document common issues and solutions, contributing to our growing knowledge base and internal training materials
- Collaborate with product and engineering teams to communicate client feedback and suggest improvements to our platform
- Develop expertise in financial services and fintech to better understand client needs and industry challenges
Location:
We describe ourselves as “remote but not remote only.” We believe work can be done anywhere, but relationships and trust are built best face‑to‑face. We strongly believe our people should decide where they will do the best work for the company; we don’t support presenteeism or missing important face‑to‑face meetings to receive an Amazon delivery at home. You should take ownership of your and your team’s deliveries, and work where you need to be to get the best outcome for the company – whether that be at home, in the office in London, or meeting strategic partners.
Benefits:
- 25 days holiday
- Birthday day off
- Workplace Pension Scheme
- Private Medical Insurance
- Private Dental Insurance
- Group Income Protection
- Group Life Assurance
- 24‑hour mental health support
- Equity Scheme (coming soon!)
At FoundryOS we focus hard on getting the best talent into our team. We are committed to making our recruitment process transparent and simple. We are committed to diversity and will always accommodate your needs during our hiring process. We don’t use AI or chatbots for interviewing; you will always be talking with a real person.
Recruitment Process:
- Step 1: Meet the recruiter - If you meet the grade we will have a short discussion with you to understand you more and get to know us and the role.
- Step 2: First (technical) interview - The team you could be working with will interview you. Some roles have a technical part of the interview process.
- Step 3: Second (final) interview - A second stage interview will go deeper about you and how you align with us as a company.
- Step 4: Decision - We will make a decision and let you know why. We will never ghost you or give you generic feedback.
Referrals increase your chances of interviewing at FoundryOS by 2x.
Qualifications:
- Strong interest in learning about fintech, financial services, and technology platforms
- Excellent communication skills with the ability to explain technical concepts to non‑technical users
- Strong troubleshooting and problem‑solving skills with ability to diagnose complex technical issues
- Experience analysing and querying logs, traces, and monitoring tools (e.g. Log Analytics, Splunk, CloudWatch or similar)
- Familiarity with API concepts, ability to understand API from a user perspective and experience using API tools (e.g. Postman or similar)
- Experience with technical support, building out processes and workflows and implementing them into service management tools (e.g. Jira Service Management, ServiceNow or similar)
- Experience working with both IaaS and PaaS in cloud environments
- Experience with one or more of the following: Windows, Linux, Kubernetes
It would be a bonus if you have experience with:
- Experience working within a cloud environment
- Basic understanding of financial services or fintech concepts
- Experience working in early‑stage startups or fast‑growing companies
Senior Support Engineer in London employer: FoundryOS
Contact Detail:
FoundryOS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Support Engineer in London
✨Tip Number 1
Get to know FoundryOS inside and out before your interview. Familiarise yourself with their products and the fintech industry. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Tip Number 2
Practice your troubleshooting skills! Think of common technical issues and how you would resolve them. Being able to demonstrate your problem-solving approach during the interview can really set you apart from other candidates.
✨Tip Number 3
Show off your communication skills! Be ready to explain complex technical concepts in simple terms. This is crucial for a support role, as you'll be helping clients who may not have a technical background.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and genuinely interested in joining the FoundryOS team.
We think you need these skills to ace Senior Support Engineer in London
Some tips for your application 🫡
Show Your Curiosity: We love candidates who are genuinely curious about our products and the fintech industry. Make sure to highlight your eagerness to learn and how you've tackled challenges in the past.
Tailor Your Application: Don’t just send a generic CV and cover letter! Take the time to tailor your application to reflect how your skills and experiences align with what we’re looking for in a Senior Support Engineer.
Be Clear and Concise: When writing your application, clarity is key. Use straightforward language to explain your technical skills and experiences, making it easy for us to see how you can contribute to our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at FoundryOS
✨Know Your Stuff
Before the interview, dive deep into FoundryOS and its products. Familiarise yourself with their features and functionality, especially in the context of financial services. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've tackled technical challenges in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your troubleshooting skills and how you resolved issues effectively.
✨Emphasise Team Collaboration
FoundryOS values teamwork, so be ready to share experiences where you've worked collaboratively to achieve a goal. Discuss how you’ve contributed to team knowledge sharing and how you can bring that spirit to their support function.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, support processes, and how they measure client success. This shows your enthusiasm for the role and helps you gauge if FoundryOS is the right fit for you.
