Lead Product Support Analyst (Fintech)

TL;DR

Lead Product Support Analyst (Fintech): Leading the triage and resolution of complex customer issues for cloud-native insurance software with an accent on technical troubleshooting and team mentorship. Focus on coordinating fixes across integrations, performing root-cause analysis, and driving continuous improvement in support processes.

Location: London, United Kingdom (Remote, hybrid, or in-office options available depending on role and location)

Salary: £62,000 – £97,000

Company

Largest cloud-based software provider for the Property & Casualty insurance market.

What you will do

• Lead the triage of incoming tickets and accurately identify billable work.
• Troubleshoot medium to high-complexity customer issues involving policy, rating, premium, tax, and fee discrepancies.
• Act as the primary escalation point for large, high-touch strategic accounts.
• Coordinate system fixes, configurations, and integrations in partnership with cross-functional teams.
• Mentor and train team members to independently handle increasingly complex issues.
• Perform functional root-cause analysis and implement ideas to reduce customer dependency on support.

Requirements

• 7+ years of experience in support, development, or consultancy.
• 3+ years of experience working with the assigned products.
• Bachelor’s degree in a related field or equivalent work experience.
• Strong technical skills in SQL, programming logic, and Microsoft Office Suite.
• Ability to work according to London, UK time zone/region as specified in the location requirements.

Nice to have

• AINS 101 and AINS 103 certifications.

Culture & Benefits

• Flex First Workforce approach offering remote, hybrid, or in-office environments.
• Open PTO Policy for flexible time off.
• Comprehensive health coverage and employer-matched retirement savings starting day one.
• Award-winning onboarding and dedicated mentorship programs.
• Professional growth via full access to LinkedIn Learning and Kaplan.
• Discounted tuition for employees and family through the University of Arizona Global Campus.