Support Engineer - Finance

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Support Engineer - Finance based in Germany.** Join a fast-growing, international software organization dedicated to improving healthcare through innovative cloud-based solutions for veterinary and therapy professionals. In this role, you will provide specialized customer support for finance-related functionalities within a veterinary practice management platform, helping customers manage their invoicing, payments, taxation, and accounting workflows efficiently. You will serve as a trusted point of contact for clients, resolving technical and financial queries while ensuring a consistently high standard of customer satisfaction. Working closely with internal teams, you will contribute to improving support processes, sharing best practices, and delivering a seamless customer experience. This remote opportunity combines financial expertise, problem-solving, and customer engagement in a collaborative, global SaaS environment. If you enjoy helping customers succeed with technology and want to contribute to meaningful digital healthcare innovation, this role offers an opportunity to make a tangible impact. ### Accountabilities: - **Provide high-quality customer support:** Act as the primary point of contact for customers using the veterinary practice management platform, responding efficiently to inquiries and meeting agreed service levels and customer satisfaction targets. - **Resolve finance-related queries:** Assist customers with invoicing, payment processing, VAT and tax configurations, financial reporting, accounting workflows, and related system settings. - **Manage complex cases and escalations:** Take ownership of challenging customer issues, coordinate with relevant stakeholders, and ensure timely, effective resolution. - **Build strong customer relationships:** Develop trusted relationships with customers of different sizes, understand their operational needs, and provide practical guidance on using the platform's financial features. - **Improve support processes:** Work independently and collaboratively to establish best practices, streamline workflows, and continuously improve the quality and efficiency of customer support. - **Collaborate across departments:** Partner with Sales, Marketing, Implementation, and Product Development teams to resolve customer challenges and contribute to an effective end-to-end customer experience. - **Meet performance objectives:** Work toward individual objectives and key results (OKRs), contributing to team and business unit goals while maintaining high customer satisfaction and productivity. - **Contribute to wider business initiatives:** Where priorities and capacity allow, support activities beyond customer service, including implementation, sales, marketing, and product-related initiatives. - **Maintain effective communication:** Provide clear, professional, and timely responses to customers and colleagues in an international, distributed working environment. - **Follow established working hours:** Operate within the team's standard schedule of 9:00 a.m. to 5:00 p.m. UK time. ## Requirements: - **Finance or accounting background:** Educational qualifications or professional experience in finance, accounting, payments, or a related field, with the ability to understand financial processes and explain them clearly to customers. - **Customer support experience:** Previous experience supporting customers in a business-to-business (B2B) software-as-a-service (SaaS) environment, ideally involving finance-related software or complex business applications. - **Technical troubleshooting skills:** The ability to investigate customer issues, understand software configurations, identify potential causes, and guide users toward effective solutions. - **Financial software knowledge:** Familiarity with invoicing, payment workflows, VAT or tax settings, financial reporting, and accounting integrations is beneficial. - **Customer relationship management:** Strong interpersonal skills and a customer-focused mindset, with the ability to build trust, manage expectations, and maintain high satisfaction levels. - **Organization and prioritization:** The ability to manage multiple customer requests simultaneously, prioritize urgent issues, and deliver accurate responses within established service targets. - **Communication skills:** Fluent written and spoken English is essential for supporting customers and collaborating with colleagues across international teams. Additional languages are an advantage. - **Collaboration and independence:** Confidence working autonomously while coordinating effectively with colleagues and other departments to resolve complex cases and improve support practices. - **Adaptability:** Comfort working in a fast-growing, international SaaS organization where processes evolve and continuous improvement is encouraged. - **International experience:** Previous experience in a global or multicultural organization is an advantage. - **Industry experience:** Familiarity with veterinary, healthcare, or practice management software is beneficial but not essential. - **Results-oriented mindset:** The ability to work toward measurable objectives, maintain consistent service quality, and balance customer satisfaction with productivity expectations. ## Benefits: - **Fully remote work:** Work remotely within a distributed European team, with the flexibility associated with a remote-first working environment. - **Competitive compensation and benefits:** Receive a competitive compensation package and employee benefits. - **Meaningful industry impact:** Contribute to digital healthcare solutions that help veterinary professionals improve patient care and manage their practices more effectively. - **Professional development:** Access learning opportunities and support for continued personal and professional growth. - **International collaboration:** Work alongside talented colleagues from different countries and cultural backgrounds in a growing global organization. - **Collaborative work environment:** Join a team that values continuous improvement, autonomy, diverse perspectives, and effective teamwork. - **Modern working tools:** Access the tools and technology needed to perform your role effectively. - **Company events:** Participate in regular company events that encourage connection, collaboration, and team engagement. - **Opportunities to contribute beyond support:** Depending on business needs and capacity, gain exposure to other functions, including implementation, sales, marketing, and product development. - **Structured objectives and development:** Work toward individual and team objectives that help clarify priorities and support continuous performance improvement.