Role Overview
As a Senior Application Support Engineer, you will play a key role in maintaining the stability and performance of a critical software platform used in financial services. You'll be the primary point of contact for technical issues, guiding clients through resolution while ensuring minimal disruption to their operations. Your work will directly impact service reliability and customer confidence.
Key Responsibilities
- Own and manage technical incidents from initial report through to resolution, maintaining clear and consistent communication with clients.
- Accurately document incident details and actions taken, ensuring a complete audit trail throughout the lifecycle.
- Apply prioritization frameworks to meet service level agreements and maintain high standards of support quality.
- Collaborate with development, site reliability, delivery, and client success teams to resolve complex technical challenges efficiently.
- Develop deep expertise in the application’s architecture, deployment models, and customer workflows to support effective troubleshooting.
- Reproduce reported issues in controlled environments and maintain configurations that enable thorough analysis.
- Contribute to internal knowledge resources by creating and updating technical documentation, troubleshooting guides, and how-to articles.
- Respond to critical service disruptions with urgency, restoring functionality and keeping stakeholders informed throughout the process.
- Monitor application and infrastructure health using available tools, proactively identifying and resolving potential issues before they affect users.
- Investigate problems related to Azure-hosted services, performing diagnostics and taking corrective action or escalating as needed.
- Follow established support processes, including adherence to ITIL practices, with a focus on continuous improvement.
- Participate in rotational shift patterns to support a global customer base.
Required Qualifications
- Degree in a STEM field or equivalent academic background.
- Proven experience in application support, including both front-end and back-end systems.
- Familiarity with structured support environments, such as those using ITIL or Kanban methodologies.
- Strong technical proficiency, particularly in SQL and C# environments.
- Ability to query and interpret data from relational databases using SQL.
- Working knowledge of web technologies, with experience in .NET, Visual Studio Code, or SQL Server preferred.
- Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong analytical and problem-solving abilities, with a logical approach to diagnosing and resolving issues.
- Ability to manage multiple tasks, prioritize effectively, and take ownership of technical problems.
- Professional demeanor with the capacity to remain composed during high-pressure situations.
- Commitment to delivering exceptional customer service and going beyond standard expectations when needed.
Preferred Qualifications
- Hands-on experience with Azure services such as Azure DevOps, Web Apps, and SQL databases.
- Familiarity with SFTP, MS Exchange, Graph APIs, message queues, and related technologies for advanced troubleshooting.
- Experience leading resolution efforts for complex technical issues.
- Background mentoring or guiding junior team members.
Technical Environment
SQL, C#, .NET, Visual Studio Code, SQL Server, Azure, Azure DevOps, Web Apps, SFTP, MS Exchange, Graph APIs, message queues (MQs).
Work Model
This role follows a hybrid structure, with 2–3 days per week expected in the office to support collaboration and team engagement. The remainder of the week allows for remote work, offering flexibility to balance productivity with personal preferences.
Company Culture
The organization values client focus, teamwork, and meaningful impact. It fosters a collaborative, innovative environment where employees are empowered to contribute authentically. A strong commitment to diversity and inclusion ensures all team members feel respected and supported.
Equal Opportunity Statement
The company is an equal opportunity employer and welcomes applications from all individuals, regardless of race, religion, national or ethnic origin, disability, age, citizenship, marital or civil partnership status, sexual orientation, or gender identity. Hiring decisions are based solely on merit and role suitability.
