Application Support Analyst (UK AI Fintech)

About Sphere

Sphere (www.onsphere.com) builds technology for energy commodities markets, where traders and brokers need to act quickly on information that is often scattered across different sources. Our voice and AI technologies, together with our patented Liquidity Lake, bring actionable liquidity into a single view. AI insights and quantitative analytics help users make sense of that information and support their trading decisions.

The role

As an Application Support Analyst, you’ll help our clients keep their daily trading and broking workflows running smoothly. You’ll handle questions and service requests, investigate problems and guide users through Sphere’s products, taking responsibility for keeping clients informed until their query is resolved.

Working closely with our Technical and Product colleagues, you’ll build an understanding of both the platform and the energy markets it serves. This is a hands-on, client-facing role for someone who enjoys solving technical problems and explaining solutions clearly.

Your responsibilities

• Handle incoming client calls and support tickets, assess what each client needs and take the appropriate next steps on service requests, platform queries and reported faults.
• Investigate and record technical issues, work towards a resolution and explain progress and next steps in straightforward language throughout the investigation.
• Carry out requested updates to client settings and user access, checking that each change has been applied correctly.
• Bring in colleagues and other specialists when a case needs deeper investigation.
• Help clients understand the platform’s features and how to use them effectively in their day-to-day workflows.
• Use what you learn from support cases to improve guidance, strengthen internal documentation and suggest practical changes to the way we support clients.
• Work a light shift pattern to support client coverage, including public holidays where required

Your skills and experience

• A degree in Computer Science or a related subject.
• One year of experience after graduation in a technically focused role.
• An active interest in technology, including AI, with examples of how you explore or use it beyond work or formal study.
• A curious, methodical approach to troubleshooting, with the persistence to understand a problem and work through possible causes.
• Clear spoken and written English, and the confidence to communicate with clients and colleagues in-person at different levels of seniority.
• Strong organisational skills and an instinct to follow-through, with a focus on understanding client needs and keeping requests moving towards resolution.
  

Why join Sphere

• Innovative Impact: We are fundamentally transforming the commodities trading landscape. By joining Sphere, you will work with cutting-edge technologies and collaborate with some of the largest commodity trading firms globally.
• Career Growth: Experience exponential growth and be part of an organization where your contributions are visible and impactful.
• Competitive Package: Benefit from a competitive remuneration package, including participation in the firm’s equity through our HMRC-approved EMI employee options scheme in a rapidly growing, high-potential business.
• Professional Development: Gain access to continuous learning opportunities and professional development programs tailored to your career growth.
• Flexible Work Environment: Enjoy a flexible working environment that promotes a healthy work-life balance.
• Company Culture: Be part of a supportive and innovative company culture that values diversity, inclusivity, and teamwork.
  

Equal opportunities

Here at Sphere, we believe that diversity drives innovation and excellence. We’re proud to be an equal opportunities employer and are committed to fostering a workplace where everyone feels respected, supported, and empowered to be their authentic selves. All qualified applicants will be considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.