Support Engineer

About Us

LemonEdge is a scaling FinTech company, with a vision to revolutionise the private markets industry through our cutting edge software. LemonEdge launched in March 2020 and has seen continued growth. As of today, we’re comprised of over 75 employees working remotely across six continents, with clients across Europe, the United States and Asia.  

Our seed investors include Blackstone Strategic Innovations, Sidekick Partners and several industry experts, giving us unparalleled advisory and strategic support. Our fund and portfolio accounting solution is proven across the most complex and largest clients globally in private capital markets.

Who are we looking for?

Our people are entrepreneurial, and more importantly, hands-on. We are searching for a self-motivated, experienced, Support team member, who genuinely cares about customer sentiment and experience. The Support Team at LemonEdge is highly visible across the organisation, and provides endless opportunities to demonstrate your capabilities.

The successful candidate will have previous experience supporting enterprise software infrastructure, specifically within Azure and/or AWS. The successful candidate will also demonstrate excellent verbal and written communication skills, along with experience in a fast-paced work environment.

The Opportunity

We're looking for a motivated Support Engineer who will work closely with the Technical Support Manager in delivering world class Support to our customers, globally. As a new and growing part of the organization, you will have the chance to help shape the culture and standardisation of Support at LemonEdge.

You will assist our clients, implementation partners and internal staff in the setup, maintenance and troubleshooting of the LemonEdge application and its infrastructure. We are in search of someone motivated to learn the intricacies of the LemonEdge application along with its infrastructure, to become a well-rounded member of the Support Team – capable of assisting both technical team members and business users.

Role Responsibilities

• Support Deployment & upgrade of LemonEdge Software core components in cloud (Azure, AWS, GCP) and local environments within the entire organization.
• Ensuring connectivity with APIs, applications, cloud technology, and data sources.
• Support scheduled software Releases, configuration changes, patching, and infrastructure changes.
• Excellent documentation skills.
• Collaborate with Engineering to streamline software Deployment and Support.
• Perform Tier 1 Support, Analyse problems (review logs, error messages, etc.), file bugs, and follow-up on issues.
• Experience documenting and testing issues in software.
• Develop processes and come up with tool ideas that will enable you or the customers to self-resolve issues, or even better, pre-empt them – entrepreneurial spirit is a must!
• Support in enhancing our processes, our internal tools, and the way we work.

About you

• You should have 5+ years in a technical support role or similar industry experience.
• Proficiency in working with SQL.
• Proficient understanding of AWS account management and cloud deployment.
• Azure account management and cloud deployment.
• Docker / Kubernetes/ C# 
• Understanding of automation in each: cloud formation, arm / bicep templates, docker compose etc.
• Proponent of DevOps CICD culture
• Excellent communication skills written and verbal.
• Knowledge about FinTech would be a plus.
• Keen to develop strong analytical skills.
• Ability to be calm remain and handle and articulate tough customer situations.
• A strong communicator working cross-functionally across operations, product and Engineering and translating issues accordingly.
• You care about making an impact, love a challenge, and take ownership of your work
• Prior financial services experience is a bonus.

What can we offer you?

• The opportunity to shape your own future as we grow into new markets.
• Working with the most innovative software solution in the Private Markets Industry, with some of the most experienced teammates around.
• Flexible working from home, with travel to clients as required.
• A strong in-year and long-term remuneration package.
• Annual team gatherings based on region.