SteelEye is a fast moving RegTech (Regulatory Technology) start-up that is helping financial companies (e.g. banks, investment firms, brokers, hedge funds, and asset managers) meet their obligations under various global financial regulations.

Our work enhances financial compliance, prevents market abuse, and promotes trust in the financial markets. Our people are passionate about leveraging data and technology to make this happen.

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.

Key responsibilities:

• 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.

• 2+ years in product or technical support, ideally in FinTech.

• Strong troubleshooting skills and experience with ticketing or CRM tools such as JIRA, Zendesk, or Salesforce.

• Knowledge of QA, incident management, bug tracking, root cause analysis, and working with Engineering or SRE/DevOps teams.

• 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.

• Fluent English; additional languages are desirable.

Interview Process: The interview process is structured to assess candidates thoroughly across various competencies and skills relevant to the role. Here's a description of each stage:

• Intro call with HR

• First Stage Overview Interview with Product Support Analyst

• Final Interview with the Team Lead

About SteelEye:

SteelEye is a dynamic B2B FinTech company dedicated to enabling financial institutions, including banks, investment firms, brokers, hedge funds, and asset managers, to efficiently and accurately meet their regulatory obligations under various global financial regulations. As the finance industry’s pioneering integrated trade and communications surveillance solution, SteelEye empowers financial firms with data-driven tools and comprehensive insights, all from a single platform, allowing them to focus on what truly matters.

At SteelEye, we pride ourselves on fostering a diverse, equitable, and inclusive workplace where everyone's contributions are valued. We are committed to being an inclusive employer, embracing individuals of all races, religions, gender identities, sexual orientations, national origins, ages, socioeconomic statuses, medical conditions or disabilities, and other protected statuses. We actively seek talent from diverse backgrounds, experiences, personalities, and perspectives, believing that our differences drive innovation and success.