Support Engineer
Answer the question, find the cause, and file the ticket that stops it being asked again.
Lisbon · Hybrid, three days in office · Full-time
Salary band · published
€38,000 – €48,000
EUR per year · Associate · IC2
Role at a glance
- Team
- Customer
- Reports to
- Elise Duval, Head of Customer
- Level
- Associate · IC2
- Location
- Lisbon, three days a week in the office
- Band
- €38,000 – €48,000 EUR per year
- Equity
- Options in the offer, four-year schedule
- Start
- From September 2026
About the role
Support at Finly is not a script. A controller writes in because a bank line did not match, and the answer is somewhere between how the feed works, how their policy is configured and something we got wrong — and finding out which is the job.
You would work the queue with four other engineers, with real access to logs and the ledger, and with the standing expectation that a recurring question becomes a bug report rather than a better macro. "Fix the cause, not the ticket" is one of the four things on the about page, and this is the team it was written for.
What you'll do
- Work the support queue and own a conversation from first reply to resolved.
- Trace a problem through logs and the ledger before escalating it.
- File engineering tickets with a reproduction, not a description.
- Keep the help documentation current as the answers change.
- Take the escalation rota one week in five, across a European working day.
What you'll bring
- A year or more in technical support, or a technical role where you answered other people's questions.
- Enough SQL to answer your own question about a record.
- The patience to read a whole thread before replying to it.
- Clear written English — most of this job is writing.
- The instinct to ask why something happened after you have already made it stop.
Nice to have
- Basic accounting, or the willingness to learn it in your first month.
- Have supported a product where being wrong cost the customer money.
- Portuguese, Dutch or German — our customers write in several languages.
How we hire
Four steps, and a decision either way.
The same four for every role.No take-home that eats a weekend, and no round that exists to see whether you will put up with another round.
- Intro
A thirty-minute call
With the hiring manager, never a recruiter. You ask about the work, we ask what you have actually owned.
Same week you apply
- Craft
One piece of real work
A ninety-minute exercise taken from our own backlog — paid at your day rate if you would rather it were.
90 minutes, paid
- Team
Meet the three people
The ones you would sit beside, including whoever would review your code or sign off your ledger.
Two hours, one day
- Offer
A yes or a reason
A yes carries the band and the start date. A no carries why. Nobody is left to work it out from silence.
Inside two weeks
Benefits
Eight things you get on day one.
The same eight in Amsterdam and Lisbon.Nothing here is discretionary and nothing is a perk you have to ask twice for.
- Salary band, published
- Every advert carries its range. The same band in both cities, adjusted only for local tax.
- Equity in every offer
- Options on a four-year schedule with a one-year cliff, and ten years to exercise them.
- Three days in, two out
- Tuesday to Thursday in the office. Nobody schedules a meeting on the other two.
- Thirty days off
- Plus public holidays where you work, and the week between Christmas and New Year.
- Pension and health cover
- Employer pension contribution and full health insurance in both the Netherlands and Portugal.
- €2,000 a year to learn
- Conferences, courses and books. The budget renews each January and needs no approval under €500.
- Twenty weeks parental leave
- Fully paid, whichever parent you are, with a phased return across the month after it.
- A month in the other city
- Flights and a flat covered, once a year, in whichever office is not your own.
Apply
Send it and we will read it.
A CV or a link is enough —no cover letter, no form with fourteen fields.Every application gets a reply from the hiring manager, including the ones that are a no.