Platform Support Engineer

Role overview A platform support engineering role within a global fintech's engineering support team, sitting at the intersection of engineering, partners, and customers. The position supports users across Europe, the UK, and North America, with primary focus on North American regions.

Responsibilities - Investigate and resolve platform issues using SQL, logs, error messages, and code to identify root cause and find a solution - Own support cases from start to finish, gathering evidence, setting expectations, and keeping customers, partners, and colleagues updated - Reproduce issues, write clear bug reports, and escalate to product and engineering teams when code or product changes are needed - Identify recurring issues and work with cross-functional teams to drive lasting fixes - Maintain and improve runbooks, documentation, and triage processes to make support faster and more effective - Build strong relationships with North American customers and partners, providing clear and empathetic support

Requirements - Proven success resolving software support issues in a technical, application, or platform support role - Practical experience troubleshooting with technical tools, including writing SQL queries, interpreting logs and error messages, and investigating API behaviour - Examples of investigating beyond initial symptoms, tracing how a system works and reading relevant code - A track record of testing assumptions and finding workarounds or solutions to help users move forward - Experience communicating complex issues clearly to customers, technical teams, and non-technical stakeholders - Experience managing multiple support cases, prioritising competing requests, and progressing blocked issues through follow-up or escalation

Nice to have - Background in a fast-paced engineering or product organisation undergoing transformation - Comfort working across Product, Data, Delivery, and Engineering teams

Benefits and work setup - Hybrid working with at least three days per week in the office, with flexibility on which days depending on team and business needs - Embedded within a global team supporting partners and customers across multiple regions - Emphasis on autonomy, ownership, and impact in how engineering teams deliver work