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- Tasks: Provide top-notch technical support and assist clients with their queries.
- Company: Join Suade, a pioneering RegTech company known for its innovative technology and diverse team.
- Benefits: Enjoy 25 days holiday, flexible hours, work from home budget, and a training subsidy.
- Why this job: Be part of a collaborative team that values customer satisfaction and personal growth.
- Qualifications: Basic knowledge of financial products, Python, SQL, and experience with support tools required.
- Other info: Flexible holiday options and additional leave for long-term employees.
The predicted salary is between 32000 - 48000 £ 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. You will use your experience working in the SaaS environment and you will closely work with our account managers and delivery teams to ensure not only that our clients receive proper answers to their queries, but also that our product is in line with their expectations.
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:
- 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.
Requirements:
- 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).
- Knowledge of Python and SQL.
- Previous experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.).
- 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 engineering teams.
- Familiarity with at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610.
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.
Senior Customer Support Engineer/ Application Support Engineer employer: Suade Labs
Contact Detail:
Suade Labs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Engineer/ Application Support Engineer
✨Tip Number 1
Familiarise yourself with the specific financial products mentioned in the job description, such as Securities and Derivatives. This knowledge will not only help you understand customer queries better but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Brush up on your technical skills, particularly in Python and SQL, as these are essential for troubleshooting and providing effective support. Consider working on small projects or exercises that showcase your ability to use these languages in a practical context.
✨Tip Number 3
Engage with online communities or forums related to SaaS and customer support. Networking with professionals in the field can provide valuable insights and potentially lead to referrals, increasing your chances of landing an interview.
✨Tip Number 4
Prepare to discuss your experience with support desk tools like Zendesk or Jira. Be ready to share specific examples of how you've used these tools to resolve customer issues efficiently, as this will highlight your practical experience in a similar environment.
We think you need these skills to ace Senior Customer Support Engineer/ Application Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical skills, especially in SaaS environments. Emphasise your problem-solving abilities and any experience with financial products.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and technology. Mention specific examples of how you've successfully resolved customer issues in the past and how you can contribute to Suade's mission.
Showcase Technical Skills: Clearly outline your technical skills, particularly in Python, SQL, and any support desk tools you've used. Provide examples of how you've applied these skills in previous roles to enhance customer satisfaction.
Highlight Team Collaboration: Demonstrate your ability to work collaboratively with cross-functional teams. Share experiences where you've worked closely with engineering or product teams to resolve customer issues or improve processes.
How to prepare for a job interview at Suade Labs
✨Showcase Your Technical Skills
Make sure to highlight your technical background, especially your knowledge of Python, SQL, and any experience with support desk tools like Zendesk or Jira. Be prepared to discuss specific examples where you've used these skills to solve customer issues.
✨Demonstrate Problem-Solving Abilities
Prepare to share instances where you've successfully resolved complex customer queries. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly illustrate your problem-solving process.
✨Emphasise Customer Empathy
Since the role involves direct interaction with clients, it's crucial to convey your ability to empathise with customers. Discuss how you approach understanding their perspective and how this has helped you provide better solutions in the past.
✨Familiarise Yourself with Financial Products
Brush up on your understanding of financial products such as securities and derivatives. Being able to communicate technical information in a straightforward manner will be key, so think about how you can explain complex concepts simply.
