Client Support Engineer

About the role

This role establishes a dedicated client support function to connect customers with internal product and technical teams. The position combines client-facing ownership with programme management and technical navigation. You will act as the primary interface for sophisticated clients, ensuring their complex needs are understood and addressed by the appropriate internal specialists. The role requires a high degree of ownership, where you will not only respond to inquiries but also proactively identify patterns and drive improvements upstream. You will translate intricate client requirements into actionable steps for engineering and product teams. Success in this position hinges on your ability to build trust and communicate clearly with stakeholders who rely on deep expertise. You will be a founding member of the Client Support team, helping to define the culture, processes, and standards from the ground up.

Key facts

What you'll do

You manage post-launch platform configuration, including access levels and login capabilities, across data feeds, MCP, and agentic offerings.

Initial triage is conducted for all ticket priority levels, while P2-P4 issues are owned for investigation and resolution.

For P1 incidents, you lead client communication and escalation until resolution, even when fixes depend on other teams.

The team maintains a knowledge base that captures ticket learnings, helping to resolve common issues faster and enabling AI-assisted deflection.

You contribute to improving AI-assisted workflows that speed responses and reduce repetitive queries.

You conduct in-depth analysis of client environments, interpreting system outputs and configuration details to pinpoint the root cause of issues.

You serve as a technical translator, explaining platform limitations, capabilities, and workarounds to non-technical stakeholders without writing code yourself.

You synthesize information from multiple internal tools to construct a complete picture of client interactions and platform behavior.

You document every interaction and resolution path to ensure continuity and to build a reusable repository of institutional knowledge.

You challenge existing support hypotheses by correlating seemingly unrelated tickets to identify systemic risks or product gaps.

You mentor junior team members on best practices for client communication and issue triage within the hybrid work environment.

You evaluate new client requests by assessing effort, risk, and alignment with the product roadmap to guide prioritization discussions.

You participate in on-call rotations to provide immediate support during critical incidents that occur outside standard business hours.

You collaborate with sales and product teams to feedback market insights derived from recurring client pain points.

Requirements

The posting states a bachelor's degree requirement. You bring prior experience in Customer Success, Technical Account Management, or SaaS support within enterprise settings.

Working with sophisticated clients in private equity, hedge funds, or financial services is an advantage given the client base.

Exceptional written communication ensures clarity in asynchronous interactions.

You navigate technical concepts such as API documentation, authentication flows, and platform configuration without writing code.

Methodical investigation of logs and system information forms part of your approach to problem solving.

You manage client expectations and internal stakeholder communication simultaneously.

You operate effectively in undefined environments and build structure where processes do not yet exist.

You possess a minimum of 20 years of professional experience, with at least 2 years dedicated to a relevant support or technical client-facing role.

Practical notes

This is a founding role where you will help define support operations rather than follow an established playbook. Typical interview steps

Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.

Career growth

Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

About the company

Third Bridge is hiring for Client Support Engineer. London.