Senior Support Engineer

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As Foundry

OS, we’re big believers in autonomous teams and iterative development. We’re crazy about continuous improvement and knowledge sharing, and蓏 want people who share our enthusiasm.

We strive to always build the right thing and build the thing right, so we place great emphasis on understanding exactly what our clients need and delivering support that exceeds their expectations. We focus on solving problems quickly and learning from every interaction to continuously improve our support processes.

We think that the best support comes from genuinely caring about helping people and having a deep curiosity about how our products work and how our clients use them. We use this foundation to build comprehensive product knowledge and industry expertise, but we’re not dogmatic about it.

We make client success everyone’s business – what we are going to do and how we do it are team decisions. We focus on resolving exactly what the client needs now, always aiming to provide metu solutions and guidance that help them succeed with our platform.

We strongly believe that you grow expertise through hands‑on experience, rather than just theoretical knowledge, so our approach to support leadership is designed to give you deep exposure to our products, our clients, and the fintech industry really fast – and really often.

• Understanding Foundry
  
  OS ubut capabilities and client байланысты use cases across all support channels
• Leading technical troubleshooting initiatives and establishing best practices
• Developing expertise in the financial services industry and regulatory environments
• Building and maintaining exceptional client relationships through team excellence
• Zero‑to‑one function building – creating leadership frameworks, performance management systems, and support processes from the ground up

We are looking for curious and enthusiastic individuals who are passionate about learning and helping people. You’ll be among our first support hires, playing a key role in building our client and technical support function from the ground up. You’ll work directly with clients using our platform, gaining deep product knowledge while helping solve their technical challenges and questions.

Building exceptional client relationships through outstanding support is a team effort – we want to know you thrive in collaborative environments and genuinely enjoy helping others succeed. Eagerness to learn and grow is as important as prior experience – we’ll teach you everything you need to know about our platform and the fintech industry.

• Provide technical support to clients via email, chat, and phone, resolving inquiries promptly and professionally
• Learn Foundry
  
  OS inside and out, becoming an expert on features, functionality, and best practices for financial institutions
• Develop and build out comprehensive support processes, knowledge base, and training materials that scale with business growth
• Implement support tools and workflows that improve team efficiency and provide clear performance visibility
• Take ownership of client and technical issues by conducting thorough investigations, collaborating with engineering teams when needed, and seeing problems through to resolution
• Act as an escalation point for more junior engineers
• Diagnose and troubleshoot production issues by analyzing logs, traces, and monitoring data, with the ability to escalates appropriately when needed
• Document common issues and solutions, contributing to our growing knowledge base and internal training materials
• Collaborate with product and engineering teams to communicate client feedback and suggest improvements to our platform
• Develop expertise in financial services and fintech to better understand client needs and industry challenges

We describe ourselves as “remote but not remote only.” We believe work can be done anywhere, but relationships and trust are built best face‑to‑face. We strongly believe our people should decide where they will do the best work for theérale; we don’t support presenteeism or missing important face‑to‑face meetings…