Customer Support Engineer/ Application Support Engineer, Suade
Financial regulation platform
Be an early applicant
Financial regulation platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To provide a better way for financial institutions to comply with complex regulations.
Role
Who you are
- The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping customers
- 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
Desirable
- 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
What the job involves
- The Support Engineer will be responsible for providing high-quality technical support as well as Product support to our clients and internal teams
- 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
- 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
Salary benchmarks
Our take
Regtech is a subset of fintech focusing on the delivery of regulatory requirements more efficiently and effectively, with a focus on managing risk to mitigate against financial crises. The cost of compliance is huge, and historically the industry has lacked a standard technology solution. Suade is bridging the regulatory gap through modern technology and hopes to save banks and financial institutions time and money.
Suade builds its technology to be adaptable to match the complex and ever-changing nature of regulation. The numerous uncertainties of recent years have certainly created opportunities for the company, as businesses have had an increasing need for regulatory solutions that remain up-to-date and keep them from misstepping. As its smart technologies increase transparency and reduce costs, Suade's win-win solution can be expected to secure them more clients and the opportunity for growth into the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
36% employee growth in 12 months
Company
Funding (1 round)
Jul 2016
$0.2m
GRANT
Total funding: $0.2m
Company benefits
- 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 2 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
- Annual Training/ Development Subsidy
- Perkbox
Company values
- Lead: Lead by example, educate others and take charge when needed. We want to work with people that lead us on to bigger and better things. Things we didn't even know we didn't know
- Learn: Learn with a passion, embrace new ideas and approach problems in novel ways. People that like to learn are not just able to absorb information, but also the kind of people that seek to understand the world around them and are eager to learn new skills on their own
- Laugh: Laugh often. Because unhappy, stressed-out people can't make the world a better place. People you spend your days with should be honest people that you can trust and that give and take feedback equally
- Love: Love the customers, people and work you produce to have a positive impact every day. People that care about the work they do and the people they interact with make all the difference between success and failure
Company HQ
Westminster, London, UK
Articles
Leadership
Diana Paredes
(Co-Founder & CEO)After completing a Masters in Civil and Environmental Engineering at Imperial College London, they worked at Merrill Lynch and Barclays before co-founding Suade Labs in 2014.
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