Support Engineer, Foundry OS

• Strong interest in learning about fintech, financial services, and technology platforms
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users
• Strong troubleshooting and problem-solving skills with ability to diagnose complex technical issues
• Experience analyzing and querying logs, traces, and monitoring tools (e.g., Log Analytics, Splunk, CloudWatch, or similar)
• Familiarity with API concepts, ability to understand API documentation and experience using API tools (e.g. Postman or similar)
• Experience of technical support role/s using service management tools (e.g. Jira Service management, Service now or similar)
• Exposure to one or more of the following: Windows, Linux, Kubernetes
• Background and/or enthusiasm for the ways we work:
• Customer-first mindset with genuine passion for helping others succeed
• Problem-solving approach — enjoy investigating issues and finding solutions
• Collaborative working style and eagerness to contribute to team knowledge sharing
• Detail-oriented approach to documentation and follow-up
• Adaptability and comfort with ambiguity as we build processes from scratch

Desirable

• At FoundryOS, we're big believers in autonomous teams and iterative development. We're crazy about continuous improvement and knowledge sharing, and we want people who share our enthusiasm
• We strive to always build the right thing and build the thing right, so we place great emphasis on understanding exactly what our clients need and delivering support that exceeds their expectations. We focus on solving problems quickly and learning from every interaction to continuously improve our support processes
• We think that the best support comes from genuinely caring about helping people and having a deep curiosity about how our products work and how our clients use them. We use this foundation to build comprehensive product knowledge and industry expertise, but we're not dogmatic about it
• We make client success everyone's business — what we are going to do and how we do it are team decisions. And we focus on resolving exactly what the client needs now, always aiming to provide clear solutions and guidance that help them succeed with our platform
• We strongly believe that you grow expertise through hands-on experience, rather than just theoretical knowledge, so our approach to support is designed to give you deep exposure to our products, our clients, and the fintech industry really fast. And really often
• We build our support function with the focus on:
• Understanding FoundryOS capabilities and client use cases
• Troubleshooting technical issues and providing clear, actionable solutions
• Learning about the financial services industry and regulatory environments
• Building strong relationships with clients through exceptional service delivery
• Zero-to-one function building — creating processes, knowledge bases, and support frameworks from the ground up
• We are looking for curious and enthusiastic individuals who are passionate about learning and helping people
• You'll be among our first support hires, playing a key role in building our client and technical support function from the ground up
• You'll work directly with clients using our platform, gaining deep product knowledge while helping solve their technical challenges and questions
• Building exceptional client relationships through outstanding support is a team effort and so we want to know that you thrive in collaborative environments and genuinely enjoy helping others succeed
• Eagerness to learn and grow is as important as prior experience — we'll teach you everything you need to know about our platform and the fintech industry
• Provide first-line technical support to clients via email, chat, and phone, resolving inquiries promptly and professionally
• Learn FoundryOS inside and out, becoming an expert on features, functionality, and best practices for financial institutions
• Take ownership of client and technical issues by conducting thorough investigations, collaborating with engineering teams when needed, and seeing problems through to resolution
• Diagnose and troubleshoot production issues by analyzing logs, traces, and monitoring data, with the ability to escalate appropriately when needed
• Document common issues and solutions, contributing to our growing knowledge base and internal training materials
• Collaborate with product and engineering teams to communicate client feedback and suggest improvements to our platform
• Participate in building our support processes, workflows, and quality standards as one of our foundational team members
• Develop expertise in financial services and fintech to better understand client needs and industry challenges

• Hiring steps:
• At FoundryOS we focus hard on getting the best talent into our team. We are committed to making our recruitment process transparent and simple
• We are committed to diversity and will always accommodate your needs during our hiring process
• We don't use AI or chatbots for interviewing; you will always be talking with a real person
• Step 1: Meet the recruiter
• If you meet the grade we will have a short discussion with you to understand you more and get to know us and the role
• Step 2: First (technical) interview
• The team you could be working with will interview you. Some roles have a technical part of the interview process
• Step 3: Second (final) interview
• A second stage interview will go deeper about you and how you align with us as a company
• Step 4: Decision
• We will make a decision and let you know why. We will never ghost you or give you generic feedback
• Personal information
• Please fill out some basic information about you