Customer Support Engineer/ Application Support Engineer - London - ref. i45708419

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.

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:

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.

• 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