Support Engineer providing high - quality IT support to employees of a London - based financial services organization. Responsible for hands - on desktop support and managing user expectations.
About the role
- Technical Support Engineer at Eletive providing technical assistance and troubleshooting for customer issues. Collaborating with product development to enhance customer experience and platform stability.
Responsibilities
- Take end-to-end ownership of advanced and complex technical cases, driving issues to resolution.
- Perform deep technical troubleshooting - including backend log analysis, root-cause analysis, APIs, integrations, configuration, and SSO-related issues.
- Act as a technical escalation point, supporting complex troubleshooting for both customers and internal teams.
- Communicate clearly and proactively with customers, providing timely updates, root cause explanations, and solutions.
- Prioritize tickets and incidents – including critical cases – and escalate when needed to minimize impact.
- Collaborate closely with Engineering, Product, and Customer Success to resolve issues and improve platform stability.
- Contribute to continuous improvement by identifying patterns, suggesting improvements, acting as the technical voice of the customer, and improving technical documentation and Help Center content to support scalability and ticket deflection.
- Share knowledge and support colleagues when needed, helping strengthen the overall support capability.
Requirements
- Have a degree in Informatics, Computer Science, or equivalent hands-on experience.
- Bring around 2–3 years of experience from a technical support role, ideally within a SaaS environment.
- Are solution-oriented and pragmatic, with a structured and methodical approach to troubleshooting and root-cause analysis.
- Take ownership naturally, know how to prioritize what matters, and move work forward with a practical get-things-done mindset.
- Have strong communication skills, with a genuine drive to create a clear, trustworthy, and positive customer experience.
- Have some experience working with integrations, APIs, or system architecture, and feel motivated to grow your technical depth when handling more complex issues.
- Enjoy working cross-functionally and collaborate naturally with Engineering, Product and Customer Success to resolve issues, improve ways of working and share knowledge.
- Are fluent in Swedish and English, both written and spoken.
- Strongly resonate with our Core Values: We Grow Together, We Innovate and Iterate, We Lead Ourselves.
Benefits
- Hybrid work setup, flexible hours, and two weeks a year to work fully remote from anywhere in the world.
- Six weeks of vacation, a wellness grant, insurance package, and lots of snacks to keep you energized.
- Our Malmö office is just three minutes from the central station, featuring a rooftop terrace, play area, and even a workout station.
- Enjoy fika, Friday breakfasts, kickoffs, afterworks, and much more.
Job title
Job type
Experience level
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Not specified
Degree requirement
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