Senior Customer Support Engineer/ Application Support Engineer - London - 2025
- 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).
- 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.
- 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.
- 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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