Senior Application Support Analyst, FINBOURNE Technology
+ Performance based bonus
More information about location
Financial data stack platform
Posted today
Financial data stack platform
201-500 employees
Posted today
+ Performance based bonus
More information about location
201-500 employees
Company mission
To reduce the cost of investing and increase transparency for everyone.
Role
Who you are
- Significant prior experience, typically 5+ years, in an application support, technical support, or production support role, ideally within a SaaS, financial technology, or capital markets environment
- Strong troubleshooting skills with the ability to investigate complex issues across the stack, including reading logs, querying databases or APIs, reproducing client scenarios, isolating root causes, and owning incident and problem management across trading, portfolio, and data workflows in cloud environments such as AWS or Azure
- Working knowledge of SQL, REST APIs, JSON, Python or another scripting language, Git, and modern observability tooling such as logs, metrics, and traces. Preferred to have experience with monitoring and visualisation tools such as Kibana and Grafana
- Strong understanding of SaaS platform architecture, integrations, data pipelines, and downstream systems, with the ability to troubleshoot failures across internal services, external interfaces, batch processes, and client workflows. Strong API understanding is essential, and experience with capital markets integrations such as FIX or similar protocols is highly preferred
- Solid understanding of the financial services or asset management domain, ideally with exposure to portfolio management systems, investment book of record, portfolio accounting, holdings, transactions, valuations, reconciliations, fixed income, derivatives, market data, and related lifecycle events across instruments such as bonds, equities, CDS, futures, and related products
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences, write high-quality client-facing communications under pressure, and produce strong incident summaries, RCAs, and post-incident reviews
- Demonstrable experience handling major incidents and client escalations, remaining calm under pressure, structured in approach, and confident leading client and internal communications during live issues while managing multiple tickets, investigations, and live calls
- Experience working with ticketing and incident tooling such as Dynamics 365, Jira, incident.io, Opsgenie, or similar
- Track record of mentoring or informally leading more junior team members, and of contributing to process, tooling, or knowledge-base improvements beyond day-to-day ticket handling
- Hands-on, proactive, and execution-focused, with a strong sense of ownership, the ability to operate independently with minimal guidance, and the confidence to take the lead on high-priority issues in a fast-paced, SLA-driven environment
What the job involves
- Clients are at the heart of what we do, and as we expand our North America footprint we are looking for an experienced Application Support Analyst to help anchor the region
- As a Senior Application Support Analyst, you will be one of the most experienced members of our growing North America Support function - acting as a senior technical point of contact for our clients, owning complex incidents end-to-end, and helping to shape the team, processes, and tooling that underpin our service
- You will be on the front line for our most demanding clients, ensuring tickets are acknowledged and resolved within SLA, partnering with engineering on root-cause analysis, and providing technical leadership during major incidents
- You will also play a key role in mentoring more junior analysts as the team grows, contributing to our knowledge base and runbook library, and driving improvements to our support tooling and processes
- This role will involve some out-of-hours and weekend coverage on exception, in line with our follow-the-sun model across the UK, Singapore, and US
- It is an exceptional opportunity to help establish and grow the North America Support team for a fast-paced financial technology firm, with significant scope to influence how we operate and deliver as we scale
- Owning complex client tickets end-to-end - troubleshooting, reproducing, and resolving issues across the FINBOURNE platform (LUSID, Luminesce, Horizon and supporting services), escalating with full context where engineering input is required
- Acting as a senior technical point of contact for North America clients, including during major incidents - leading client communications, coordinating across internal teams, and ensuring timely resolution and follow-up
- Driving root-cause analysis and producing high-quality written outputs including RCAs, incident reports, and post-incident reviews
- Mentoring and supporting more junior analysts as the North America team grows - sharing technical knowledge, reviewing ticket handling, and helping to establish consistent standards of service
- Managing client expectations against contractual SLAs, prioritising work appropriately, and being the voice of the client internally and the voice of FINBOURNE to the client
- Contributing to and maintaining our internal and external knowledge base, runbook library, and support documentation - identifying recurring themes and turning them into reusable assets
- Identifying and driving improvements to support tooling, automation, and processes - including triage workflows, monitoring, and integrations between our support and engineering systems
- Embedding a culture of ownership, technical rigour, and high-quality client service across the North America team and the wider Support function
- Participating in the global follow-the-sun rota, including occasional out-of-hours and weekend coverage on exception, and contributing to holiday and on-call planning for the region
Our take
Finbourne is an open platform enabling its customers to make better investment decisions. The company sets itself apart by sharing its processes and contributing to open-source software, with its consumer appeal enhanced by its emphasis on openness and transparency.
Finbourne's primary product is LUSID; an open, API-first, and developer-friendly cloud-based investment data platform, that is intended to fundamentally change how investment data is managed. Crucially, LUSID is aimed at everyone in the asset industry, from start-up fund managers to global investment institutions. This universality is one of Finbourne's defining qualities and gives it access to a vast and varied marketplace.
Within its first two years, Finbourne launched its LUSID Design Council - the result of a collaboration with five leading financial institutions - through which the company shares insights with the wider asset community, which has greatly increased its visibility and credibility within the sector. Substantial investment in 2024 is cited to fund growth plans as Finbourne looks to increase its global footprint and expand beyond investment management into banking and capital market customer bases.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2024
$74.3m
SERIES B
Aug 2021
$20.3m
SERIES A
Total funding: $117.7m
Company benefits
- Regular 1-2-1 meetings during your first three months, and a 90 day plan which documents your training and induction
- Regular internal training sessions as well as an internal mentoring scheme, plus we encourage external training courses to help broaden and consolidate your skills
- Employee-driven performance review process
- Individual personal performance and Company performance bonus scheme
- Competitive health insurance policy, which disregards previous medical history, and includes dental, optical, mental health support, and comprehensive cancer cover
- Life insurance policy which covers all employees for four times their basic salary and enables employees access to 24/7 bereavement support
- FINBOURNE employees are eligible for corporate discounts with Hussle, KOBOX and Nuffield Health gyms
- Paid maternity, paternity and adoption leave, which includes 13 weeks full pay for maternity and adoption leave and 6 weeks full pay for paternity leave
- 25 days holiday plus bank holidays
- Flexible, Hybrid and remote working
- A choice of pension schemes with employer contributions
- Cycle to work scheme
- Social events including company-wide breakfasts, bowling, drinks, and even axe-throwing!
- Organised volunteering days throughout the year
Company HQ
City of London, London, UK
Leadership
Thomas McHugh
(Co-Founder & CEO)They worked for 5 years at RBS, first as Head of Hybrids Quantitative Development. Eventually, they became the Managing Director (Head of Quantitative Development) for Fixed Income.
Dermot Shortt
(Co-Founder & Chairman)They are also Chairman at Full Health Medical. Previously they worked for over 20 years as the Managing Director (Global Head UBS Delta) at UBS Investment Bank.
Paul Saunders
(Co-Founder & Software Engineer)They have held Senior Software Engineer positions at UBS and Killik & Co., and also spent 3 years as Technical Lead at Merrill Lynch.
George Beasley
(Co-Founder & CISO)They have worked as a Senior Engineer at Nimbrix, Senior Software Developer at UBS Investment Bank, and Software Architect at D2see.
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