Product Support Analyst

Product Support Analyst

SteelEye is a fast-moving B2B RegTech company helping financial institutions meet regulatory obligations through integrated trade and communications surveillance, reporting, and data-driven compliance tools. Our technology supports compliance, prevents market abuse, and builds trust in financial markets.

We are committed to building a diverse, equitable, and inclusive workplace where different

backgrounds, perspectives, and experiences are valued.

As a Product Support Analyst, you will be the primary technical contact for clients, managing

product queries and incidents from logging through to resolution. You will work closely with

Engineering, QA, SRE, and Product teams to resolve issues, share customer feedback, and

maintain high client satisfaction.

Innovative RegTech environment: Join an award-winning compliance technology firm and work

with an integrated surveillance platform used by financial firms worldwide.

Impactful, collaborative work: Turn client feedback into product improvements while

partnering with Engineering, QA, SRE, and Product teams.

Learning and growth: Build expertise in FinTech, RegTech, compliance workflows, and data-led

support.

Client-facing culture: Support international clients through product guidance, training, and

troubleshooting in a collaborative team environment.

As this is a global role, this role has variable shift patterns with day and night shifts expected.

PRIMARY RESPONSIBILITIES INCLUDE:

• Client Support & Incident Management: Act as the first point of contact for product queries, log and prioritise issues, troubleshoot problems, and guide clients to resolution.
• Full Lifecycle Incident Handling: Reproduce issues, support root cause analysis, coordinate fixes with technical teams, and document resolutions.
• Product Expertise & Training: Build strong knowledge of SteelEye's platform, maintain support content, and deliver client or internal training.
• Collaboration & Communication: Keep clients and internal teams informed, manage handoffs, and share feedback to improve the product.
• Continuous Improvement: Identify recurring issues, suggest process or product improvements, test releases, and share best practices.

KEY SKILLS AND EXPERIENCE:

Knowledge/Experience (Technical & Domain):

• 2+ years in product or technical support, ideally in FinTech. (Essential)
• Strong troubleshooting skills and experience with ticketing or CRM tools such as JIRA, Zendesk, or Salesforce. (Essential)
• Knowledge of QA, incident management, bug tracking, root cause analysis, and working with Engineering or SRE/DevOps teams. (Essential)
• Fluent English; additional languages are desirable.
• SQL, scripting, command-line tools, Linux/Unix, cloud platforms, or monitoring tools are desirable.
• Understanding of financial services, regulatory reporting, trade surveillance, or communications compliance is highly desirable.
• Experience with support best practices, user training, documentation, or product adoption is a plus.
• Agile and distributed team experience is desirable.

Personal Attributes/Qualities:

• Analytical & Problem-Solving: Detail-oriented, persistent, and focused on root cause resolution. (Essential)
• Communication & Customer Focus: Clear communicator who can explain technical topics to non-technical users. (Essential)
• Collaboration & Adaptability: Team-oriented, flexible, and effective in a fast-paced environment. (Essential)
• Organisational Skills: Able to manage, prioritise, and track multiple cases. (Essential)
• Proactive & Self-Motivated: Takes initiative, learns quickly, and contributes improvement ideas. (Essential)
• Desirable Attributes: Stakeholder management, creative problem-solving, mentoring, or small project leadership experience.

WHY THIS ROLE IS RIGHT FOR YOU:

This role offers the opportunity to support leading financial firms, grow deep RegTech

expertise, and contribute directly to product and client success in a fast-moving scale-up.

Interview Process: Candidates will be assessed through a structured process covering role fit,

technical capability, and stakeholder communication.

• CV Review
• First Stage Overview Interview with Head of Support
• Final Interview with Chief Operating Officer - India