Senior Product Support Engineer, nudge
Salary not provided
Mid and Senior level
London
2-5 days a week in office
Financial wellbeing platform
Job no longer available
Financial wellbeing platform
21-100 employees
FintechB2BEducationHRPersonal financeWellbeing
Job no longer available
Salary not provided
Mid and Senior level
London
2-5 days a week in office
21-100 employees
FintechB2BEducationHRPersonal financeWellbeing
Company mission
We believe education and technology together can help people to take control of their money. As the founding financial wellbeing provider, we continue to innovate, evolving our team and technology to create brighter financial futures for everyone, everywhere.
Role
Who you are
- 5+ years of experience in product support, technical support, or a related role, with a focus on complex software products
- Proficiency in troubleshooting software applications, databases, and network issues
- Strong understanding of software development processes, APIs, and integrations
- Experience with support tools such as ticketing systems (e.g., Jira, Zendesk) and monitoring solutions
- Familiarity with cloud platforms (e.g., AWS, Azure) and scripting languages (e.g., Python, Bash)
- Excellent communication skills, with the ability to convey technical information to both technical and non-technical audiences
- Strong analytical and problem-solving abilities, with a keen attention to detail
- Ability to manage multiple priorities and work effectively under pressure
- Customer-centric mindset with a passion for delivering high-quality support
- Support monitoring of Infrastructure processes
- Supporting production IIS and MS SQL systems
- Kibana / Elasticsearch / Graylog exposure
What the job involves
- 1. Advanced Technical Support: Serve as the escalation point for complex product issues, providing expert troubleshooting and resolution
- Diagnose and resolve technical problems related to product functionality, integrations, and customer environments
- Collaborate with development, product management, and QA teams to address and resolve product defects and performance issues.
- 2. Customer Engagement: Engage directly with customers to understand their challenges and provide tailored solutions
- Ensure timely and effective communication with customers regarding the status of their support requests
- Build strong relationships with key customers, acting as their advocate within the company.
- 3. Product Expertise: Develop and maintain deep knowledge of the company’s products, including new features and updates
- Provide training and mentorship to junior support engineers, sharing knowledge and best practices
- Create and maintain internal documentation and customer-facing materials, such as knowledge base articles and FAQs.
- 4. Incident Management: Lead incident response efforts for critical product issues, coordinating with cross-functional teams to ensure rapid resolution
- Conduct post-incident reviews and root cause analyses, and implement corrective actions to prevent recurrence
- Contribute to the development of incident management processes and documentation.
- 5. Continuous Improvement: Identify trends in support requests and collaborate with product teams to suggest improvements or new features
- Participate in product testing and feedback sessions to help shape product enhancements
- Proactively seek out opportunities to improve the efficiency and effectiveness of the support team.
- 6. Collaboration & Communication: Work closely with product managers and developers to provide customer feedback and insights on product performance
- Participate in cross-functional meetings to discuss product roadmaps and support strategies
- Reporting directly to the Head of Product Management, you will be working closely to build up and maintain a best-in-class product operations function at nudge. You will work closely with the product and development teams to support the growth of the business and to deliver a first-class user and client experience.
- The successful candidate will be able to problem solve and provide expertise to internal teams where technical expertise is needed. They will quickly develop detailed understanding of key technical areas of nudge’s production platform and become a subject matter expert and feed into the product development process on scalability and ease-of-use issues
- Act as a liaison between customers and internal teams, ensuring that customer feedback is accurately represented and addressed
Salary benchmarks
Our take
Nudge Global is a financial platform that teaches users how to manage their money better in order to achieve their financial targets. The platform is available to users via a sponsoring institution, therefore its users are usually employees of the sponsor.
By providing users with personalised guidance based on their goals, personality and lifestyle, Nudge maximises their chances of reaching their objectives. The company uses its proprietary technology that combines personal finance content, user information and behavioural psychology to send reminders and information to users, improving their financial skills and encouraging them to follow the financial plan.
Already counting the likes of Samsung, PayPal and Virgin Atlantic amongst their client base, Nudge aims to help companies improve the financial literacy of their employees as part of a wider effort to support wellbeing. With nearly 40% of adults across the OECD failing to understand a basic set of financial concepts, there is a growing need to educate individuals around their basic financial needs.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Mar 2021
$6.5m
SERIES A
Total funding: $6.5m
Company benefits
- Bonus scheme 💰 Your bonus is unlocked when we hit our growth targets but there's no upper limit!
- Share options 🎂 We are convinced that where our people own the company, our performance will reflect our shared desire for success so we offer a slice of the cake!
- Pension 🪴 nudge contributes 4% from your salary into your pension pot whilst you contribute a minimum of 5% into your pension pot cover
- Regular social & team events 🕺 Once a quarter we celebrate our successes as a team
- Interest free loan 💳 To support your financial wellbeing we offer an interest free loan to employees that are affected by an unexpected financial burden
- Private Medical Insurance 🏥 You can enroll onto our private medical insurance plan
- Time off 📆 25 days annual leave excluding public holidays. 1 day off for your birthday, and a mid-year half day off which we call 'Q5'
- Financial education 💻 Access to our nudge platform which provides financial education and coaches you to take action on your finances, improving your financial wellness
- Worldwide working policy 🌎 We offer a wellbeing policy that allows you to work from anywhere in the world. A handy perk if you need a change of scenery or are looking to extend time abroad
- Wellbeing hour 💗 Another wellbeing policy which allows you to take one hour out of each working week to take of your wellbeing. Weather it's time to talk, walk or relax - the choice is yours!
- Critical illness insurance ☁️ We offer this scheme to cover you by paying a proportion of your salary until state retirement age should you become diagnosed with a critical illness and declared "unfit" to perform in your role any longer
- Work from home allowance 🏠 We offer the flexibility to work from your home
- Life assurance ✍🏻 In the unfortunate event where you pass away whilst in our employment, the life assurance will pay out 4x your annual salary to your nominated next of kin
- Friday nunch club 🌯 Free lunch in the office on Fridays
- Exercise clubs 🎽 Badminton and running clubs. You also have the opportunity to create clubs that everyone in nudge can benefit from and funded by the business
- Medicash 👓 Claim back on your essential healthcare expenses such as dental treatment, dental check ups, optical care, physiotherapy
- A personal learning and development allowance 🔎
Company values
- We embrace difference and support individuals - We support people from all walks of life. We recognize people’s individuality and celebrate it – and the thinking it leads to
- We’re friends through thick and thin - We want the best for our clients and people. We’re positive, encouraging and fun in the good times and strong, supportive and (refreshingly) candid when things are more difficult
- We lead and share - We’re determined to always go above and beyond, and exceed expectations. We’re brave and happy to stand out - determined to make a real impact on the world and share that experience with others
- We’re always learning - To teach, you have to learn. We’re curious, inquisitive, and never complacent. Humility is all. We learn from our mistakes, our successes and each other
Company HQ
Westminster, London, UK
Articles
Leadership
Jeremy Beament
(Co-Founder & Director)Earned a BA in History from University of London. Previously Director at Thomsons Online Benefits for 11 years.
Tim Perkins
(Co-Founder & CEO)Studied Geography & Environmental Science at University of Leeds. Previously Consultant at Research Machines for 2 years and Director at Thomsons Online Benefits for 10 years.
Diversity, Equity & Inclusion at nudge
- The success of a business depends on its people. Capitalising on what is unique about individuals and drawing on their different perspectives and experiences will add value to the way we do business.
- By accessing, recruiting and developing talent from the widest possible talent pool we can gain an insight into different markets and generate greater creativity in anticipating customer needs.
- We will constantly strive to create a productive environment, representative of and responsive to different cultures and groups, where everyone has an equal chance to succeed.
- We all have a responsibility to embrace and support this vision and must continue to challenge behaviour and attitudes that prevent us from achieving this.
- Using fair, objective and innovative employment practices, our aim is to ensure that: • all employees and potential employees are treated fairly and with respect at all stages of their employment • all employees have the right to be free from harassment and bullying of any description, or any other form of unwanted behaviour, whether based on sex, trans-gender status, marital status, civil partnership status, pregnancy, race, disability, age, political or religious belief or sexuality • all employees have an equal chance to contribute and to achieve their potential, irrespective of any defining feature that may give rise to unfair discrimination
- The diversity of the communities we serve is reflected at all levels within our workforce.
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