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# Technical Support Engineer

- **Company:** Formance
- **Location:** Cardiff, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Open Source Technology, Software Engineering, Backend, Webhooks
- **Published:** November 2, 2026
- **Apply:** https://www.apply4u.co.uk/jobs/technical-support-engineer/54706441

## About the Role

Over 3 years of experience in Solution Engineering, or Software Engineering in the Payments or Fintech space.
Excellent written and verbal communication skills, with a focus on customer satisfaction.
Experience working with engineering and product teams to deliver seamless support and relay feedback for continuous improvement.
Ability to prioritize and manage multiple tickets/issues
Fluent in English

Nice to have :
Familiarity with open-source ecosystems, APIs, webhooks, or BE tools
Basic understanding of financial services infrastructure (ledgers, reconciliation, transactions)

## Description

FORMANCE is looking for a Technical Support Engineer to support our growth and play a key role in delivering an outstanding customer experience.
As a Technical Support Engineer, you'll be a crucial part of our post-sales and customer success strategy: helping users troubleshoot technical issues, ensuring smooth integration and usage of our products, and building strong, trust-based relationships with our customers. You'll often be the first technical point of contact for many of our clients, and a key representative of Formance's reliability and technical excellence.
You'll work closely with our Post-Sales and Engineering teams, to identify areas for improvement, streamline our support processes, and continuously enhance our technical documentation to ensure a seamless customer journey.

What you'll do:

As our Technical Support Engineer, you'll be the primary point of contact for our users, customers when they need help with our products. Your role is to ensure seamless integration and operation of our financial backend solutions for engineering and product teams at fast-growing companies. Specifically, you will:

Provide best Customer experience in terms of responsiveness, resolution time, tone, and knowledge
Support the customer throughout their entire lifecycle
Provide expert-level technical support for customers using our Open Source Ledger and other backend modules.
Troubleshoot complex issues, investigating and diagnosing problems quickly, and escalating them to the development team when necessary.
Create and maintain detailed documentation for troubleshooting processes, FAQs, and best practices.
Collaborate closely with engineering and product teams to relay customer feedback, suggest feature improvements, and ensure a smooth product experience.
Actively contribute to improving internal support tools and processes, ensuring we scale efficiently as our customer base grows.