Support Analyst
Location:
Remote (UK-based)
Reporting to:
Senior Product Support Analyst
Salary:
Up to £35,000
About Aveni
Aveni is redefining how financial institutions use AI. We build real, production-ready agentic systems that reshape how banks, advisers and financial services firms operate, replacing fragmented processes with intelligent, end-to-end workflows.
We have been recognised as Fintech of the Year for two consecutive years and awarded Best Specialist Technology Service at the Professional Adviser Awards 2025.
Backed by leading investors including Puma Private Equity, and commercially supported by Lloyds Banking Group and Nationwide Building Society, we previously completed one of Scotland’s largest Series A rounds. Since then, we’ve continued to grow rapidly as adoption of AI in financial services accelerates, and we’re now scaling our team to meet that demand.
The Role
We’re looking for a Support Analyst to join our growing product support function, playing a key role in delivering a best-in-class experience for our customers. This is an excellent opportunity for someone who is curious, analytical, and eager to grow their career in SaaS and AI.
Reporting to the Senior Product Support Analyst, you’ll act as a first point of contact for customers, helping to resolve technical issues, analyse trends in support queries, and feed insights back into our product and engineering teams. You’ll also contribute to improving our documentation and supporting the evolution of our AI-powered customer support capabilities.
What You’ll Be Doing
- Customer Support: Act as the first point of contact for customers, responding to support requests via chat and email with empathy, clarity, and efficiency.
- Issue Logging & Prioritisation: Accurately categorise, prioritise, and escalate support issues, ensuring high-priority queries are addressed promptly.
- Technical Investigation: Assist with diagnosing and troubleshooting technical issues, with guidance and support from senior team members.
- Product Knowledge: Build a strong understanding of Aveni’s products to confidently and effectively support users.
- Collaboration: Work closely with engineering, product, and customer teams to improve service delivery and the overall customer experience.
- Feedback & Documentation: Share customer insights with internal teams and contribute to support documentation, FAQs, and internal guides, including helping to enhance and train our AI customer support agent.
What We’re Looking For
- A strong interest in technology, SaaS, and AI.
- Solid problem-solving skills with a proactive, solutions-focused mindset.
- Clear and confident communication skills, with the ability to explain technical concepts in simple terms.
- Experience in a customer-facing or technical support role.
- Familiarity with AI customer support platforms (e.g. Intercom), CRM systems, or ticketing tools is an advantage.
- Basic knowledge of cloud services such as AWS is beneficial but not essential.
- A collaborative team player who is comfortable working remotely and independently.
- Previous experience in a B2B SaaS or fintech environment.
Nice to Have
- Exposure to support metrics, dashboards, or trend analysis.
- Experience using debugging tools such as browser developer tools or Claude Code.
Join Us in Making a Difference
At Aveni, we believe that diversity drives innovation. We're committed to building a team that reflects the diverse communities we serve and creating an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about leveraging technology to drive positive change and want to be part of a team that's shaping the future of financial services, we'd love to hear from you. We know that some people are likely to only apply where they meet 100% of requirements, but we’d like to hear from you anyway. Apply now to join us on our mission to transform the financial services industry through AI!
What we offer:
- A collaborative and innovative work environment
- Career growth opportunities
- Exposure to cutting-edge AI-first practices
- 34 days holiday plus your birthday off
- Share options
- Remote and flexible working
We’re a remote-first company across the UK, with regular off-sites and in-person gatherings that are always fun, motivating and team-focused.
