Support Engineer - Finance

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 Spain.
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.
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