Application Support Engineer - Graduate-level

Penfold

20h • Hybrid

About The Position

Penfold is hiring an early-career engineer to support its pension platform while developing technical skills and contributing to the business. The role is expected to be split approximately 50% between first-line support and 50% build work. You will investigate and help resolve customer issues, support internal teams, and automate processes to reduce support volume. The role is expected to follow this cadence for about a year, after which you may move into a Product Engineer role or reduce support work and focus more heavily on product development. Previous Application Support Engineers have progressed into Penfold’s Product teams.

You will join another Application Support Engineer working on the same support/build cadence and report to the Team Lead responsible for the Scaling function, which builds internal tools that help the business scale. Penfold uses a hybrid working model: employees are expected to live in Tallinn and come to the office at least a couple of days per week, with flexibility to work in an environment that suits them otherwise.

Requirements

• Knowledge of JavaScript or TypeScript.
• Knowledge of SQL databases.
• Good communication skills.
• A data-driven mindset and ability to interrogate metrics and analytics to inform decisions.
• Ability to communicate with non-technical stakeholders and help them understand technical issues.
• Motivation to develop technical skills early in a career and grow into a Product Engineer role.
• Willingness to work hard and contribute to the team.

Nice To Haves

• Knowledge of PostgreSQL.

Responsibilities

• Support Customer Support, Operations, and Growth teams to ensure critical tasks are completed within service-level agreements.
• Review and improve the production support process.
• Identify and automate Business-As-Usual tasks to reduce support volume and allow focus on higher-value problems.
• Use monitoring tools to identify performance issues and work with the Platform Engineer to resolve them.
• Collaborate with the product team to provide user-experience feedback and identify areas for improvement.
• Provide training and technical support to the wider team.
• Create technical documentation for the internal knowledge base.

Benefits

• Competitive salary with proactive salary reviews.
• Meaningful share options.
• Medical insurance through Confido.
• Unlimited holiday.
• Hybrid working.
• Free access to mental health therapy through Spill.
• Community office space in the heart of Tallinn.
• Free drinks and snacks, plus a weekly company lunch.
• Laptop and work-from-home equipment as required.
• Learning and professional development, including regular 360 feedback and role progression.
• Quarterly company socials and regular team meetups.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed