TechnicalSupportSpecialist(Trading)

Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back. Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more. That’s all down to our passionate team of 200+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey. **The Role** We're looking for a Technical Support Specialist (Trading) to support our Customer Success team. In this role, you'll investigate and resolve complex customer technical issues escalated from our frontline support teams, acting as a critical bridge between customers and our engineering function. You'll work closely with Engineering, Product, and rest of Operations to diagnose and resolve customer issues related to trading, and where needed, escalate with context to the engineering teams to ensure quick resolution. Troubleshooting skills, a customer-first mindset, and the ability to navigate across systems and stakeholders are at the heart of this role. If you enjoy getting to the bottom of hard problems, identifying root causes, and making things work better behind the scenes, this role is for you. **You Will** * Investigate and resolve escalated technical issues from the Customer Success Team, and escalate to Engineering (Level-3) where required with clear context and reproduction steps * Perform root cause analysis on recurring incidents and customer-impacting issues * Support incident management — monitoring, triaging, and responding to live issues, and contributing to post-mortem reviews * Work with third-party providers to drive resolution for our users * Maintain accurate documentation, invest