Senior Support Engineer

Join to apply for the Senior Support Engineer role at FoundryOS. 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. Sign in to set job alerts for “Senior Support Engineer” roles.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Other

Industries: IT Services and IT Consulting

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 usage 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

Background and/or enthusiasm for the ways we work:

• Customer‑first mindset with genuine passion for helping others succeed
• Problem‑solving approach – enjoy investigating issues and finding solutions
• Collaborative working style and eagerness to contribute to team knowledge sharing
• Detail‑oriented approach to documentation and follow‑up
• Adaptability and comfort with ambiguity as we build processes from scratch

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