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Technical Support Engineer



IT, Customer Service
London, UK
Posted on Tuesday, November 28, 2023

At Quantexa we believe that people and organizations make better decisions when those decisions are put in context – we call this Contextual Decision Intelligence. Contextual Decision Intelligence is the new approach to data analysis that shows the relationships between people, places and organizations - all in one place - so you gain the context you need to make more accurate decisions, faster.

Founded in 2016 Quantexa helps organizations make their data more meaningful, and is the world’s leading software company providing a single networked view of internal and external data as an input to analytical and AI models. From compliance, fraud, anti-money laundering and credit risk to customer intelligence and master data management, Quantexa partners with Global Tier 1 Insurers and Banks, Government Agencies, Telecoms and Technology companies to deliver Contextual Decision Intelligence.

Due to the continuous success and high demand from our customers, we are looking for Mid to Senior level Technical Support Engineers to join our R&D team to build and shape the next generation of products that transform how organizations around the world use data.

Headquartered in London with significant offices in New York, Boston, Toronto, Sydney, Singapore, Brussels, and Malaga, Quantexa is continuing its expansion within the UK, building on our core values of Determination, Ambition, Teamwork and Accountability.

What will you be doing?

You'll be joining the Technical Support Team in Quantexa’s dedicated Research and Development department which sits at the heart of everything we do here. In this role you will:

  • Work with internal and external development teams, answering technical queries on using and integrating the system, ensuring the success of Quantexa deployments and projects
  • Assist with issues and diagnosing/debugging problems with customer installations
  • Develop tooling, processes and documentation to deliver the best possible support experience
  • Work in partnership with the Engineering teams at Quantexa to continually improve the platform and ensure customer and developer experience is the best it can be
  • Own the support process from initial ticket triage, through to resolution, ensuring that tickets are being managed and progressing within customer expectations

We are looking for candidates who:

  • Have experience in a customer-facing technical support role, working directly with both technical and non-technical customers to diagnose and solve issues for high-profile customers against an SLA.
  • Experienced in Incident management, managing the support lifecycle independently.
  • Have strong Problem solving and analytical skills, you will be expected to work directly on problems yourself. You will be reading code, documentation and may need to reproduce customer issues yourself (no need to be a developer).
  • Have experience in working with a modern web application technology(Must).
  • Have excellent customer service, documentation skills in a clear, concise written manner

Experience in the following would be beneficial: -

  • Have experience with modern JVM based web applications (we primarily use Scala on the backend and Typescript on the frontend)
  • Knowledge working with any of the following technologies: REST APIs, SQL databases,Elasticsearch, Spring Boot or Apache Spark
  • Knowledge of modern containerised deployments such as Docker, Kubernetes or OpenShift
  • Knowledge of at least one programming language such as Java, Scala, Javascript or Python

Why join Quantexa?

We know that just having an excellent glass door rating isn’t enough, so we’ve put together a competitive package as a way of saying thank you for all your hard work and dedication.

We offer:

  • Regularly benchmarked salary rates at the highest quarter following all principles of equal pay & company bonus
  • Flexible working hours in a hybrid workplace & free access to global WeWork locations & events
  • Pension Scheme with a company contribution of 6% (if you contribute 3%)
  • 25 days annual leave (with the option to buy up to 5 days) + birthday off!
  • Family: Enhanced Maternity, Paternity, Adoption, or Shared Parental Leave
  • Health & Wellbeing: Private Healthcare, Well-being Days, Calm App, Gym Discounts
  • Team's Social Budget & Company-wide Summer & Winter Parties
  • Tech & Cycle-to-Work Schemes
  • Volunteer Day off

Our mission

We have one mission. To help businesses grow. To make data easier. And to make the world a better place. We’re not a start-up. Not anymore. But we’ve not been around that long either. What we are is a collection of bright, passionate minds harnessing complexities and helping our clients and their communities. One culture, made of many. Heading in one direction – the future.

It's all about you

Quantexa is proud to be an Equal Opportunity Employer. We’re dedicated to creating an inclusive and diverse work environment, where everyone feels welcome, valued, and respected. We want to hear from people who are passionate about their work and align with our values. Qualified applications will receive consideration for employment without regard to their race, colour, ancestry, religion, national origin, sex, sexual orientation, gender identity, age, citizenship, marital, disability, or veteran status. Whoever you are, if you’re a curious, caring, and authentic human being who wants to help push the boundaries of what’s possible, we want to hear from you.

Internal pay equity across departments is crucial to our global compensation philosophy. Grade level and salary ranges are determined through interviews and a review of experience, education, training, knowledge, skills, and abilities of the applicant, equity with other team members, and alignment with market data.

Quantexa is committed to providing reasonable accommodations in our talent acquisition processes. If you require support, please inform our Talent Acquisition Team.