Senior Platform Support Engineer

About Y TREE We are a rapidly growing WealthTech business that is re‑defining how individuals and families connect and engage with their money. We provide our clients with control over their personal finances, enhancing their ability to achieve their financial and life aspirations. We are harnessing sophisticated portfolio analytics, innovative behavioural psychology and cutting‑edge UX/UI to create a revolutionary experience and transformational outcomes for our users. The business was founded in 2017 by three successful entrepreneurs and business‑builders with diverse experiences and skill‑sets in Technology, Corporate Advice and Investment Management and is backed by some of Europe’s leading investors.

Team Overview The Platform Teams are the backbone of our infrastructure, ensuring smooth operations and providing excellent end‑user support. To support our continued growth and technical maturity, Platforms specialises into 4 distinct functions: Platform Engineering, Data Platforms, Platform Administration and Platform Support. We are looking for a Senior Platform Support Engineer to lead the technical evolution of our support function. This is an advanced individual contributor role for an engineer who is passionate about building scalable, automated systems. Your mission is to transition our support ecosystem from manual workflows to an automated, engineering‑first model. You will be the technical cornerstone of the support team, architecting the tools and logic that allow our service desk to scale through automation rather than headcount. While you will handle high‑level escalations and mentor junior staff, your primary focus is to engineer out manual toil and design a seamless, self‑service support experience.

The Role

• Support Orchestration & Automation: Architect and maintain end‑to‑end automation for BAU tasks and ticket management. Lead deployment of automation tooling and processes to create intelligent triage and resolution paths.
• Support Engineering: Identify repetitive manual tasks and eliminate them through systemic improvements, custom scripting (Python/Bash), advanced Jira (JQL) workflows and automation.
• System Lifecycle Orchestration: Act as the technical steward for platforms as they move from implementation to long‑term operation. Provide the framework and technical direction necessary to ensure all operational responsibilities are handled with high rigour and consistent oversight.
• Security & SaaS Hardening: Work with security to identify and resolve security issues, implement security improvements across our SaaS stack, ensuring our applications are configured for maximum protection.
• Supply Chain Support: Automate and improve software life cycles (100+ applications). Ensure end‑users have the tools they need while maintaining security integrity.
• Collaborative Systems Health: Work with Platform Administration on patching cycles and device health monitoring; help automate detection and reporting phases to keep the estate compliant.
• Identity & Access Governance: Act as the senior technical point for user lifecycle and access management across all systems and IdP.
• Project Ownership: Take full ownership of projects within Platform Support’s remit and support projects across Y TREE, from conceptualising the architecture to full execution and final delivery.
• Mentorship: Foster a culture of automation, documentation, and advanced troubleshooting as a technical peer‑mentor for the wider support team.

Required Skills

• Support Engineering Background: Extensive experience in an internal support environment with a proven focus on automation and systems improvement.
• Orchestration & Low‑Code Mastery: High level proficiency in building complex workflows using n8n (or similar tools) and leveraging advanced query languages for Jira Service Management automation.
• Project Lifecycle Expertise: Own projects from inception to completion, including task conceptualisation, planning and full execution.
• Platform Support Mastery: Deep technical proficiency in managing the user and device ecosystem within Microsoft Entra, Intune and Google Workspace, acting as the final point of escalation for identity and device‑related support challenges.
• OS & CLI Proficiency: High proficiency in Linux alongside expert‑level troubleshooting for macOS.
• Cross‑Functional Collaboration: Ability to work effectively with Administration and Security specialists to operationalise new policies and tools.
• Communication: Strong interpersonal skills with the ability to explain complex technical automations to both technical and non‑technical stakeholders.

Desired Skills

• Experience in a “handover” environment, taking systems from build to operational BAU.
• Proven ability to use ITSM methodologies to enhance service desk performance, using structured logic and data‑driven insights to optimise the end‑to‑end user support journey.
• Familiarity with hypervisors and virtualised infrastructure to assist the Administration team during system handovers.
• Knowledge of networking fundamentals and security frameworks (e.g., Cyber Essentials v3.3).
• Ability to write clean, maintainable code for API integrations and advanced task automation.

About You

You look at every manual process as an opportunity to build a more efficient, automated solution. You enjoy working across technical functions, acting as a bridge that turns high‑level security and admin policies into operational reality. You approach projects and tasks with structure, meticulous attention to detail, and a commitment to high‑quality documentation. You are comfortable identifying what needs improvement and taking initiative to build a robust solution. You stay current with automation trends and are eager to apply new tools to solve real‑world operational challenges. You are eager to share your knowledge with your team, fostering continuous learning and opportunity.

What's in it for you?

• The ability to hone your skills and cultivate your craft in a genuinely outcome‑led, flexible, happy work environment.
• We have a hybrid working policy and the ability to flex your hours as you need.
• Once eligible, you’ll be able to enroll onto our private healthcare plan through Vitality. This includes perks like 50% off premium gym memberships and access to their exclusive rewards programme.
• Support for your mental health and well‑being through our employee assistance programme.
• 25 days of annual leave per year. This is 25 days each year where we expect you to turn your phone off and switch off; we would never ask you to book leave for a doctor’s appointment or to see your children’s school plays.
• Regular team socials to help you switch off from work and get to know your colleagues in an environment away from your desk. We ensure socials are well‑balanced and offer a variety of activities to suit different needs so you always feel welcome.
• A welcoming, dog‑friendly London office with appropriate spaces to cater for those with varying needs in the form of various breakout spaces and silent booths.
• A 3% employer pension contribution as standard, with generous additional employer contributions if you choose to make your pension contributions via salary sacrifice.
• A range of family‑friendly policies, support towards professional qualifications, electric car schemes and more!

Our mission at Y TREE is to build diversity in our teams; diversity of thought, culture, backgrounds and perspectives. Please come as you are and let us know if there are any reasonable adjustments we can make to support you in your application process. Additionally, if you don’t feel you meet 100% of the requirements please apply anyway if you feel you can demonstrate your suitability to the role. Please note that sponsorship is not available for this role.