ABOUT THE COMPANY
Avolution makes ABACUS, an enterprise architecture platform used by some of the world’s largest organisations. Enterprise architecture is the discipline of mapping how a business actually works - its people, processes, data, and technology - so leaders can make smarter decisions, manage risk, and plan for the future with confidence. ABACUS is the tool that makes that possible, and our clients range from global banks and government departments to technology companies operating at scale.
We’re a 9x Leader in Gartner’s Magic Quadrant for Enterprise Architecture Tools, and we take the quality of our client relationships seriously. Investech ranked our support team first in Enterprise Architecture Vendor support for delivering exceptional service. This role is an opportunity to join a team that sets a high bar and genuinely cares about getting it right.
ABOUT THE ROLE
We’re looking for a curious, adaptable person to join our client support team. This isn’t a role with a rigid job description, it’s an early-career opportunity for someone smart who wants to get stuck in, learn fast, and grow in whatever direction suits them best.
Your foundation will be deep product knowledge. You’ll become the go-to person for understanding how ABACUS works, how it’s configured, how clients use it, and how to help when things go wrong. From there, the role can develop in a number of directions: more technical, more client-facing, or deeper into product. We’ll invest in your growth and help you figure out where you want to take it.
WHAT YOU'LL DO
- Be the first point of contact for clients across tickets, email, and calls. You will be handling questions about how to use ABACUS and helping troubleshoot when things aren’t working.
- Investigate issues to understand whether they’re bugs, misconfigurations, or something a client can resolve themselves, and document what you find.
- Guide clients through software installation and help them get set up correctly from the start.
- Manage user accounts and licences, keeping things running smoothly behind the scenes.
- Feed client insights back to the product and customer success teams — your observations from the front line genuinely shape what we build next.
- Collaborate with the wider team such as product developers on customer escalations, and providing communication on escalation progress to keep customers happy.
ABOUT YOU
- You’re a natural problem-solver. When something breaks, you want to understand why, not just work around it.
- You enjoy using creativity to approach situations and find solutions from different perspectives.
- You put the customer first and do what it takes to get them to a good outcome, whatever that looks like on the day.
- You communicate clearly in writing and on calls - you can explain something technical to someone who isn’t technical.
- You pick things up quickly and aren’t afraid to ask questions when you’re stuck.
- You’re reliable and take ownership - clients are depending on you and you take that seriously.
- No technical background required (though that is welcomed) - enthusiasm for technology and a willingness to learn will take you a long way here.
- We’re more interested in the right candidate than years of experience, so please apply whether you are only just entering the work force, or you have a few years of experience under your belt.
NOT SURE IF SUPPORT ENGINEER IS THE ROLE FOR YOU?
People who thrive in support roles tend to share a few things in common. See if any of these sound like you:
✓ You like closing things out: Support gives you that hit of satisfaction every day - tickets opened, investigated, resolved. You see the results of your work in real time.
✓ You want to work with real clients from day one: You won’t be waiting months to see the impact of your work. You’ll be speaking to real clients and having real impact from day one.
✓ You enjoy variety: No two days are the same. You might be debugging a configuration issue in the morning and walking a client through a feature in the afternoon.
✓ You’re a natural explainer: If you’re the person friends turn to when their tech breaks — because you’re good at making it make sense — that’s a genuine skill here.
✓ You want to build deep expertise fast: Support is one of the fastest routes into a product. You’ll know ABACUS inside-out within a year, and that knowledge opens a lot of doors.
✓ You like context: Unlike some technical roles where you never meet the end user, here you’re talking directly to enterprise architects at real organisations every day.
BENEFITS
- 25 days annual leave + bank holidays
- 1 day of birthday leave per year
- Private Medical Insurance which includes gym membership discounts and many other rewards
- Dental, Vision and Hearing insurance cover
- A friendly, supportive team who’ll get you up to speed and have your back as you learn
- A genuine growth path, whether that’s toward senior support, a more technical role, or something closer to product or customer success, we’ll help you get there
- A small, close-knit team with global reach - clients and colleagues across the UK, US, Australia, and beyond
- Hybrid working from our central London office
All applicants must have right to work in the United Kingdom.
Avolution is an equal opportunities employer.
