Support Specialist

Who Duco is, and what we do

Duco is on a mission to reduce the time spent on data-related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology, such as no-code, the cloud, and AI.

We help firms to start trusting their data, by giving them one intuitive platform to automate the front-to-back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements.

We’re headquartered in London and have offices in New York, Wroclaw, Singapore, and Antwerp. We’re proud to call some of the largest global financial institutions our clients, including the world’s largest international banks, as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporate

Our culture and the way we treat our employees is what really makes us stand out as an employer.

About the Role

At Duco, the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You'll be a client-facing technician, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.

This role is central to almost every other team in the company. You'll work directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.

What You Will Be Working On

• Registering, prioritising, and documenting all tickets reported to the Support team using the relevant tools, following the incident management procedure.
• Investigating and conducting root cause analysis into reported issues using a variety of tools, and providing technical support to our clients.
• Communicating and coordinating issues affecting customers, internally and directly with end-users; managing customer escalations and expectations, and communicating with various stakeholders.
• Understanding customer needs, including relevant features and configuration requests.
• Conducting calls with customers to help them and manage each case until it's fully resolved.
• Participating in knowledge sharing among colleagues.
• Translating business needs into technical language (and sometimes back again).

The reward package

• Competitive salary package aligned with your skills and experience. Reviewed annually.
• Success Share bonus payments
• Private Medical Insurance - Enel Med
• Life Insurance
• Multisport Program
• Unlimited annual holiday, because we trust our people to manage their own time off
• Enhanced family leave
• Employee Assistance Programme Wellbee
• 4 Volunteering days off
• Flexible working policy
• Referral bonus if we hire someone great who you’ve recommended to us
• Spot Rewards

So… what do you think?

What You'll Bring

• Experience in customer support with technical products, preferably in SaaS products.
• Practical experience querying SQL databases.
• Familiarity with JIRA and Confluence.
• Experience working directly with external customers via email, phone, or video.
• Excellent communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders.
• Willingness to take ownership of issues, including problem-solving and diving deep into technical detail.
• Self-sufficiency in researching support tickets through various methods, including technical documentation.
• Ability to manage a busy workload and balance multiple priorities.
• A positive, flexible, solutions- and ideas-focused approach.
• Willingness to support PL public holidays on a rotational basis.
• Experience with Groundcover and AWS is a plus.
• Some practical experience in a programming language (Python, Ruby, JS) and/or a BI tool (e.g. Postman, Tableau, Power BI, QlikView) is a big plus.
• Experience with AI tools is a plus.