Application Support Lead - US

Support · New York, New York
Department Support
Employment Type Full-Time
Minimum Experience Experienced

Application Support Lead

Customers are at the heart of what we do so we have created a new position within the Support team to ensure sufficient focus and attention is provided for this critical team as we grow. As a Senior Technical Support Analyst you will be responsible for troubleshooting and resolving issues encountered by external customers as well as helping in building the support team in the United States – you will work with both other members of support and the wider organisation to ensure timely responses and resolutions to tickets raised.

This position is a pivotal role in the growth of the support team and FINBOURNE as we expand our operations into the United States delivering an exceptional customer support experience for our client base while also being a mentor and trainer for the rest of the support team as it grows. In addition to supporting clients this role will be required to work with internal departments to ensure tickets are pushed through to resolution when passed on. As an organisation we recognise that delivering exceptional customer support is key to our ongoing success and brand value and therefore see this role as a critical to the business.

This role will involve working closely with the Head of Support to assist in establishing the support team within FINBOURNE and ensuring the services never fall anything short of best in class.

A key part of our strategy relates to the build out of our marketplace function to provide our customers with a wide range of complementary product and service offerings. As such a good understanding of working with 3rd party providers is required to ensure the quality of service doesn’t drop for our marketplace customers. This will involve working closely with our marketplace partners support teams to ensure best in class support continues for marketplace customers.

This role will provide an exceptional opportunity for the candidate to help establish the support team in a fast-paced financial technology firm and further their career within an ambitious and rapidly growing organisation.

Key responsibilities:

  • The primary duty of the Technical Support Lead is troubleshooting client issues through to resolution, where additional assistance is required ensuring issues are escalated
  • with all the relevant details to ensure quick resolution to defects in the solution.
  • Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
  • Being the voice of the client when working within FINBOURNE and the voice of FINBOURNE to the client.
  • Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organisational values.
  • Managing client expectations while working to contractual SLAs and prioritising issues accordingly.
  • Assist in developing and maintaining internal and external knowledgebase articles.
  • Helping in establishing, growing and developing the Support function in the United States..

What skills, experience and qualifications we require:

  • Experienced reading, troubleshooting and rectifying code (C#, Python or Java) is required, you will be working alongside highly experienced engineers who are happy to provide training for you on the job in any areas in which you require support.
  • Experience in leading and developing support teams.
  • Knowledge of AWS, or similar cloud services, is advantageous.
  • Exceptional communication skills – Capable of being clear and concise when speaking to customers at all levels.
  • Prioritisation – Able to prioritise multiple issues at any time keeping customers up to date on outstanding items.
  • Positive attitude with a genuine passion for customer support and troubleshooting new and exciting technologies.
  • At least 3 years’ experience as a Senior Support Analyst (in a SaaS or financial services company would be an advantage).
  • Proven training skills and ability to support and motivate junior support analysts.
  • Ability to build and maintain effective working relationships both internally and externally.
  • We want to bring onboard people who are genuinely excited about what we are doing and have the capability and willingness to grow and learn from their colleagues.


We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.  


We are looking for our future architects, engineers and ultimately leaders to join us on this journey. 


At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.  


Our solution is open, API first and developer friendly – a true first for the asset management industry.  You can see what our team is busy building – we’ve published our Software Development Kits in five languages on Github: (C#, Java, Javascript, Python, Angular).  


FINBOURNE Technology is a Skilled Worker sponsor and we can support candidates requiring work permission if appropriate.   

For more information about our culture, career development and the benefits we offer our employees, please visit our website 


Our Culture

Working at FINBOURNE is fast paced and exciting. The most important qualities we look for are a hunger to learn, passion for quality and a willingness to take the time to collaborate, teach and learn from colleagues.


  • During your first three months with us, we encourage you and your manager to agree a 90 day plan to document your training and induction. This will give you clear objectives and ensure you’re provided with support in the areas that you require the most.
  • You’ll also have regular meetings with your manager and should expect to receive regular feedback from them.
  • We run daily team stand up meetings so you’ll quickly get up to speed on what your colleagues are working on and be able to share your accomplishments and challenges with your team.
  • We host monthly company-wide meetings where you’ll receive regular business updates and insight into our strategy.
  • We host knowledge sharing sessions where employees share best practice and new ways of working. These range from fortnightly Q&A sessions about the finance industry to our weekly code craft club.

Our benefits

"Competitive benefits including 401k and health care"

Thank You

Your application was submitted successfully.

  • Location
    New York, New York
  • Department
  • Employment Type
  • Minimum Experience