Senior Support Engineer

👋🏻 Hi, we are FintechOS!

We are the global leader in AI-first modern ProductOps, with a mission to make fintech innovation available to every company. The FintechOS platform helps banks, insurers and financial services companies modernise the full product lifecycle, from ideation and build through deployment, optimization and continuous evolution. With FintechOS, organizations can recognise value up to ten times sooner than traditional approaches, getting new financial products and services to market in as little as 12 weeks.

Unlike other financial technologies, FintechOS breaks data free from the core, enabling the creation of personalised and differentiated products and customer journeys at scale. Our AI-first, cloud-native platform connects with any ecosystem tech or service, financial and non-financial, and can plug anywhere in the tech stack, working with existing and legacy tech that companies want to keep.

We are proud of what we have built and we are looking for exceptional people to help us take it further.

About the Role

As a Senior Support Engineer at FintechOS, you will be a key technical pillar within our customer support function. You will own complex technical investigations, serve as an escalation point for the team and work closely with Platform Engineering and Cloud Operations to resolve critical issues. This is a hands-on role for someone who combines deep technical expertise with a genuine passion for solving hard problems and delivering an exceptional client experience.

What You'll Be Doing

Technical Problem Solving

• Own the investigation and resolution of complex technical issues across application, infrastructure and integration layers
• Serve as the go-to escalation point for technically challenging cases that require deep expertise and independent judgment
• Collaborate with Platform Engineering and Cloud Operations teams to drive root cause analysis and long-term fixes
• Analyse system performance, identify bottlenecks and contribute to initiatives that improve platform reliability and scalability

Client and Stakeholder Engagement

• Act as a trusted technical contact for clients during critical incidents, ensuring clear and timely communication throughout
• Participate in client review meetings, presenting progress on open issues, performance insights and improvement opportunities
• Translate complex technical concepts into clear language for both technical and non-technical audiences

Knowledge and Process Contribution

• Create and maintain high quality technical documentation, runbooks and troubleshooting guides
• Share knowledge actively within the team, contributing to a culture of continuous learning
• Stay current on emerging technologies, tools and best practices relevant to SaaS and fintech support

What You'll Need

Experience

• Proven experience as a Senior Support Engineer or similar role in a SaaS or fintech environment
• Strong track record of independently resolving complex technical escalations involving application and infrastructure layers
• Hands-on experience with cloud-based environments, particularly Azure
• Experience collaborating cross-functionally with engineering and infrastructure teams
• Familiarity with IT governance, compliance standards and security protocols

Technical Skills

Required:

• Expert-level SQL knowledge, including complex queries, schema design and performance optimization
• Advanced JavaScript proficiency, with the ability to debug and resolve complex frontend and integration issues
• Solid understanding of HTML and CSS for frontend troubleshooting
• Strong command of Git and GitHub workflows
• Extensive experience with REST API integration and troubleshooting
• Good understanding of system architecture and cloud environments (Azure, AWS or GCP)
• Solid grasp of networking concepts including DNS, firewalls and load balancers

Nice to Have:

• Advanced Azure knowledge including resource monitoring, log analysis and KQL
• Working knowledge of C# for backend debugging
• Familiarity with Docker or Kubernetes
• Experience with monitoring and incident management tools such as Opsgenie

Who You Are

• A natural problem solver who takes ownership and sees things through
• A clear and confident communicator, equally comfortable with engineers and clients
• Collaborative and generous with knowledge, you make the people around you better
• Proactive and curious, always looking to improve processes and share what you learn

Our Culture

We are a highly motivated team tackling significant technical challenges in one of the biggest industries in the world, driven by the impact our work has on millions of people globally. At FintechOS, we strive to be the place where a diverse mix of talented people want to come, stay and do their best work. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.

Quick Facts

• We are a venture-backed business co-headquartered in New York and London
• We serve international clients across North America and Europe
• Our customers range from globally strategic companies like Groupe Société Générale, Admiral Group and BPCE Oney to game-changing players like Vibrant, eMag and Howden
• Our partners include Deloitte, EY and PwC