Support Engineer - Finance

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Support Engineer - Finance based in United Kingdom. Join a fast-growing, international software organization dedicated to improving healthcare through innovative cloud-based solutions for veterinary and therapy professionals. In this role, you will provide specialized customer support for finance-related functionalities within a veterinary practice management platform, helping customers manage their invoicing, payments, taxation, and accounting workflows efficiently. You will serve as a trusted point of contact for clients, resolving technical and financial queries while ensuring a consistently high standard of customer satisfaction. Working closely with internal teams, you will contribute to improving support processes, sharing best practices, and delivering a seamless customer experience. This remote opportunity combines financial expertise, problem-solving, and customer engagement in a collaborative, global SaaS environment. If you enjoy helping customers succeed with technology and want to contribute to meaningful digital healthcare innovation, this role offers an opportunity to make a tangible impact. Accountabilities: - Provide high-quality customer support: Act as the primary point of contact for customers using the veterinary practice management platform, responding efficiently to inquiries and meeting agreed service levels and customer satisfaction targets. - Resolve finance-related queries: Assist customers with invoicing, payment processing, VAT and tax configurations, financial reporting, accounting workflows, and related system settings. - Manage complex cases and escalations: Take ownership of challenging customer issues, coordinate with relevant stakeholders, and ensure timely, effective resolution. - Build strong customer relationships: Develop trusted relationships with customers of different sizes, understand their operational needs, and provide practical guidance on using the platform's financial features. - Improve support processes: Work independently and collaboratively to establish best practices, streamline workflows, and continuously improve the quality and efficiency of customer support.

- Collaborate across departments: Partner with Sales, Marketing, Implementation, and Product Development teams to resolve customer challenges and contribute to an effective end-to-end customer experience. - Meet performance objectives: Work toward individual objectives and key results (OKRs), contributing to team and business unit goals while maintaining high customer satisfaction and productivity. - Contribute to wider business initiatives: Where priorities and capacity allow, support activities beyond customer service, including implementation, sales, marketing, and product-related initiatives. - Maintain effective communication: Provide clear, professional, and timely responses to customers and colleagues in an international, distributed working environment. - Follow established working hours: Operate within the team's standard schedule of 9:00 a. m. to 5:00 p. m. UK time. Requirements: - Finance or accounting background: Educational qualifications or professional experience in finance, accounting, payments, or a related field, with the ability to understand financial processes and explain them clearly to customers. - Customer support experience: Previous experience supporting customers in a business-to-business (B2B) software-as-a-service (SaaS) environment, ideally involving finance-related software or complex business applications. - Technical troubleshooting skills: The ability to investigate customer issues, understand software configurations, identify potential causes, and guide users toward effective solutions.