Application Support Engineer - Graduate-level

Penfold

22h • Hybrid

About The Position

Penfold is seeking an early-career engineer to help investigate and resolve customer issues while building automation and internal tools that reduce support demand. The role is expected to be split approximately 50% between first-line support and build work. For about a year, the engineer will work in this support/build cadence, with the opportunity to move into a Product Engineer role or reduce support work and spend more time on product development. Previous Application Support Engineers have progressed into Product teams as an Associate and a SWE I engineer.

The engineer will join another Application Support Engineer working in the same cadence and report to the Team Lead responsible for Penfold’s Scaling function, which builds internal tools to help the business scale. The position works closely with Customer Support, Operations, Growth, Product, and Platform colleagues. Penfold uses a hybrid working arrangement, with employees encouraged to attend its London office at least a couple of days each week.

Penfold is a technology-focused pension provider with a team of more than 70 people across London and Tallinn. It manages over £1bn in pensions for more than 100,000 savers and thousands of businesses. Employment offers and ongoing employment are conditional on the usual pre-employment and regulatory checks.

Requirements

• Knowledge of JavaScript or TypeScript.
• Knowledge of SQL databases; PostgreSQL is a plus.
• Good communication skills, including the ability to explain technical issues to non-technical stakeholders.
• A data-driven mindset and ability to interrogate metrics and analytics to inform decisions.
• Motivation to grow technical skills and develop toward a Product Engineer role.
• Ability to identify process-improvement opportunities through analysis and help implement them.
• Smart, hardworking, motivated, and committed to contributing to a team.

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 tasks to automate and automate business-as-usual processes to reduce support volume and enable 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 technical training and support to the wider team.
• Create technical documentation for the internal knowledge base.

Benefits

• Competitive salary, with proactive salary reviews.
• Meaningful share options.
• 10% monthly pension contribution, with no employee match required.
• Medical insurance through Vitality.
• Unlimited holiday.
• Hybrid working.
• Private office near Borough Underground station, with free tea, coffee, soft drinks, and snacks.
• Free company lunch every week.
• Laptop and work-from-home equipment as needed.
• Cycle-to-work scheme, including the option to buy a bike tax-free and spread the cost.
• Learning and professional development, including regular 360 feedback, courses, events, and coaching.
• Quarterly company socials and regular meet-ups.

What This Job Offers

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