Technical Support Specialist

About Us Every business needs to know who they’re really working with whether it’s suppliers, investors, partners, or third parties. At Xapien, we’re reinventing how organisations do that, combining speed, scale and accuracy with cutting-edge AI. Since 2018, we’ve grown from a deep-tech startup to a global player in AI-driven due diligence and risk intelligence. 2024 was a landmark year as we closed a $10M Series A, earned recognition in the Chartis RiskTech100® and Everest Group’s Leading 50™, and expanded our products, markets and customer base. 2025 was even bigger: With new regulations, rising compliance pressure and growing reputation risks, organisations everywhere are demanding smarter, faster ways to work and they’re turning to us. Customers worldwide from global law firms and private banks to universities and nonprofits rely on Xapien to turn days of manual research into trusted insights, delivered in minutes. Our momentum so far Customers in a diverse range of industries, with particular growth in wealth management, financial services and supply chain onboarding. Demand accelerating beyond our UK headquarters, across multiple continents with new customers in the Middle East, Asia, and Oceania. Why this is an exciting time to join This isn’t just another job role; it’s an opportunity to shape the future of the due diligence industry with a market-leading product trusted by global organisations. Whether you’re in marketing, communications, sales, or finance, you’ll play a critical role in driving growth, building credibility, and defining how we connect our product to a rapidly evolving market. We’re scaling fast with more customers, more releases, and bigger regulatory and market challenges. Expectations are rising, due diligence now means real-time insight, delivered efficiently and with impact. You won’t just be executing campaigns, closing deals, or managing numbers, you’ll be influencing strategy, optimising processes, and helping position a brand that’s setting the new standard for trust and transparency. For people who love learning, innovating, and making an impact that matters now is the moment to be a part of Xapien. The Role: We’re looking for a Technical Support Specialist who is passionate about helping engineers overcome technical challenges to achieve their goals. You'll troubleshoot issues, identify workarounds and document your findings to help future engineers ship faster. This role involves blending technical problem solving with developer empathy and close collaboration with the Engineering, Solutions and Product teams. You'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You’ll be solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions. If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you! Our preferred location is the London area for hybrid, in-person collaboration. You will be required to work in our Moorgate office for a minimum of two days a week. Here's what you will be responsible for: Provide technical support to customers and Xapien staff via tickets and messaging chat. Confidently diagnose, reproduce, and troubleshoot technical issues across all Xapien platforms. Display strong communication skills—able to break down complex topics for non-technical users. Navigate ambiguity using structured thinking, creativity, and a strong product mindset. Share insights and improvements to help evolve how our team supports customers and collaborates internally. Identify opportunities to improve the developer experience, including tools, documentation, and support workflows. Capture and relay customer feedback to Product and Engineering, helping shape roadmap priorities. Develop and champion opinionated stances on improving developer experience and product reliability. Write scripts, fix bugs, and contribute to internal tooling that enhances the support process. Own support communications with Engineering squad and build trust through clear, technical, and empathetic communication. Your skills & Experience: 2+ years of experience in a technical support or customer-facing engineering role (+ if experienced with enterprise support). Experience in SaaS, B2B, or complex product environments a plus. Strong understanding of workflow automation, APIs, and integrations. Good understanding of JavaScript, React or Python and Go. Familiar or experienced with tools like Grafana, GCP, Docker and Kubernetes. Excellent problem-solving skills and attention to detail. Strong communication skills and ability to explain technical concepts to non-technical users. Are comfortable learning and reasoning about APIs. Interested about use cases for LLMs and excited to support tools that make AI more measurable, reliable, and trustworthy. Nobody can do everything but here's a few related things we're interested in: Experience contributing to support tooling, documentation, or product-led growth initiatives. Have submitted PRs to production codebases to fix customer-impacting issues in backend services, or infrastructure. Familiarity with OpenAI, Anthropic, or similar LLM APIs. Previous experience in a fast-growing startup environment. Here’s our promise to you: We are going to work with you - to build a rewarding and fulfilling career with the opportunities, challenges and resources you need to do you your best work. We succeed together- you will own a meaningful part of the business through our employee shares & equity programme. Private health insurance to keep you in tip-top condition. Life Insurance – let's hope nobody ever needs this! Unlimited holidays – yes, it really is uncapped – take the time you need, when you need it. Everyone is learning, developing and challenging themselves so we have a £1k professional development fund per year if you want to learn new skills, even new things outside of work. Most importantly of all, we will work with you, to help you realise your fullest potential, always.