Support Engineer

London, England, United Kingdom · Production Support

Description

Hello, we’re Tide.

We believe SMEs have been vastly underserviced and overlooked by traditional banks. Something as simple as opening an account can take weeks, mountains of paperwork and too much time. Through a mobile-first platform, we provide modern business banking services to small-business owners, saving them time so they can get back to doing what they love.

Based in central London, Tide is backed by some of Europe’s most notable founders and investors, including Robin and Saul Klein (LocalGlobe) and Alex Chesterman (Zoopla Property Group), as well as top VCs in London and Stockholm (Anthemis, Creandum and Passion Capital).

We’re offering the right person, the opportunity to join our dynamic team to help unlock the next stage of our growth. We’re a rocket ship that's going places – this looks a little like world domination!

Your day will look a little like this…

As a Support Engineer at Tide (fondly referred to as a Tidean, a god-like challenger of the banking world), you are at the core of keeping our engine running. Your technical knowledge and depth of product understanding will be key in supporting our customer facing teams, troubleshooting technical problems and supporting our daily operational functions.

You’ll be the go-to person for all technical support across the business and on a daily basis, provide operational reporting for internal teams. You’ll be challenged with replicating customer problems where you’ll suggest and deliver workarounds so the delivery of new features and the product can move forward.

You’ll also be responsible for escalating and facilitating production issues to resolution and support the QA teams to replicate and test production issues and fixes. This is essential in the delivery of new features for the product. Your implementation of back office technical work will also be key in the daily operations of Tide.

Who are we looking for?

● You’ll have experience in AWS and Unix/ Linux environments

● Familiar with Bash / Python scripting and experience of scripting common support tasks

● Experience of API, web services and databases. Ideally, you’ll have worked with databases and RESTful/SOAP APIs

● You’ll have a good level of experience working with Jira and Confluence tools

● You’ll have an analytical mind and be driven by solving problems - technical and non-technical

● You’ll be highly organised, self-managed, proactive and have exceptional time management

● Due to the cross-functional nature of the role and working with various teams in the business, you’ll need to have strong customer service and interpersonal skills

● You’ll also be very familiar with customer ticketing systems


What are we like to work for?

● We’re not corporate, we’re a start-up. You will have an unparalleled exposure to many areas of the business – improve and impact how we work

● We will give you the freedom to be inquisitive and proactive – pursue your interests and develop career with us as we scale

● We’re open and progressive – input is encouraged at all levels

● We’re a social bunch. We celebrate the milestones, big and small and genuinely enjoy each other’s company!


Diversity is what makes our world interesting. Different people bring fresh new ideas, thinking and approaches, which make the way work is undertaken more effective and efficient. If you’re not into diversity, Tide may not be in the right place for you! Tide holds itself accountable against measurable diversity objectives.

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