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For Companies At a Glance
- Tasks: Provide top-notch technical support and help clients solve their queries.
- Company: Join a diverse team at Suade, a leader in RegTech innovation.
- Benefits: Enjoy 25 days holiday, flexible hours, and a generous training budget.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong problem-solving skills and a passion for customer service.
- Other info: Great career growth opportunities in a collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
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 on continuing providing a world-class customer service.
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
As part of the Customer Support Team, you will be an integral part of the client post-sale experience and you will:
- 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.
- 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.
- Basic knowledge of excel (formulas, pivot-tables).
- Highly organized, the capacity to multitask and work within short time constraints.
- Quick learner, self-motivated, detailed-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.
Preferred Requirements
- Previous experience working as a Business Analyst, Technical Support, QA or Software Development in SaaS environments in the regulatory space.
- Previous experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.).
- Previous experience working with engineering teams.
- Familiarity with at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610.
- Basic knowledge of Python and SQL.
Benefits
- 25 days holiday + Bank Holidays
- Flexible holiday – choose when you take your holidays by opting out of bank holidays if you would like!
- Additional annual leave holiday – 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.
- Company Pension
- Maternity leave and extraordinary paternity leave
- Flexible working hours
- Company laptop
- Work from home budget/homeset up: £500 for new starters
- £500 annual training/development subsidy
- Perkbox
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Customer Support Engineer - Application Support Engineer - London - 2025 employer: Suade Labs Ltd
Contact Detail:
Suade Labs Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer - Application Support Engineer - London - 2025
✨Tip Number 1
Network like a pro! Reach out to current employees at Suade on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Support Engineer role.
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you would handle specific customer issues and be ready to demonstrate your problem-solving skills during the chat.
✨Tip Number 3
Show your passion for customer service! During interviews, share stories that highlight your empathy and dedication to helping clients. This will resonate well with Suade's values and mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Suade team.
We think you need these skills to ace Customer Support Engineer - Application Support Engineer - London - 2025
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Engineer role. Highlight your technical skills and any experience you have in providing support, especially in SaaS or regulatory environments. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer support and how your problem-solving skills can benefit our team. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to convey complex information clearly. Use straightforward language and avoid jargon where possible. We want to see that you can communicate effectively with both technical and non-technical folks!
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. Plus, it shows us you’re keen on joining our awesome team at Suade!
How to prepare for a job interview at Suade Labs Ltd
✨Know Your Tech
Make sure you brush up on your technical knowledge, especially around financial products and any relevant software tools like Zendesk or Jira. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
✨Empathy is Key
During the interview, demonstrate your ability to empathise with customers. Share examples of how you've resolved issues by seeing things from the client's perspective. This will highlight your problem-solving skills and customer-centric approach.
✨Communication Skills Matter
Practice explaining complex technical concepts in simple terms. You might be asked to do this in the interview, so think of a few scenarios where you successfully communicated with non-technical staff. Clear communication is crucial for a Customer Support Engineer.
✨Show Your Organisational Skills
Be prepared to discuss how you manage multiple tasks and prioritise effectively. Share specific examples of how you've kept accurate records or handled high-pressure situations. This will reassure them that you can thrive in a fast-paced environment.
