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Senior Application Support Engineer

2 months ago

Belfast, United Kingdom Napier AI Full time
DescriptionDue to our ongoing growth internationally, we are looking to hire a Senior Application Support Engineer to focus on our ongoing growth in EMEA. 
 Reporting to the Head of Support, you will have a background in support to take part in an ambitious transformation of our customer support capability, that will be utilizing a client technology stack of Linux virtual machines to cloud-native, containerized Kubernetes applications running on every public cloud including Azure, AWS, GCP and many more.  
Your day to day:
  • Supporting our customers, quickly and efficiently resolving issues via on-hands technical troubleshooting across our technology stack. 
  • Building excellent relationships with clients to achieve the highest level of customer satisfaction. 
  • Use your technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices. 
  • Collaborate with other departments in the company to deliver positive customer outcomes 
  • Work with product management and development teams to channel client feedback & solutions into future releases 
  • Provide technical KB documentation for extremely complex workarounds/solutions. 
  • Using your experience to improve key operational process 
  • Ability to read complex application logs and determine the likely cause.
  • Monitor and follow up critical system alerts; perform initial diagnosis and potential fix and escalate to the right teams.
  • Participate in the on-call rotation, including weekend coverage


Do you have what it takes?
  • Experience of working within an ITIL framework to investigate and resolve incidents
  • Build and maintain an internal knowledge base to facilitate knowledge transfer across the support department
  • Foster a culture of delivering high levels of customer satisfaction
  • Knowledge of Cloud Environments, Linux
  • Knowledge of SQL and knowledge in database management
  • Basic knowledge of DevOps  practices
  • Strong problem-solving skills with the ability to work in a collaborative environment
  • A proactive approach to identifying and resolving technical challenges
  • Effective time management skills for efficient prioritisation
  • Strong communication skills to convey technical concepts to both technical and non-technical stakeholders


Why Napier?Our people are our most valuable asset, as such, we offer the below benefits to all Naperians
  • Group life assurance policy
  • Income protections policy
  • Access to our employee wellbeing programme
  • An extra day off to celebrate your birthday
  • Enhanced Maternity & Paternity leave
  • An open and flexible culture that allows you to work in the best way for you
  • Private health and dental insurance
We are compliance technology specialists. Our platform is founded on broad experience and deep expertise; and our products increase efficiency and minimise risk by successfully combining big data technologies with AI and machine learning. It all adds up to the world’s first truly intelligent compliance platform.

But tech is only half the story. Our intelligent approach is applied to underpin your policy, process and procedure, so you can focus on specific outcomes. The Napier platform is fast, scalable and easily configurable, as well as user-friendly. It rapidly strengthens your AML defences and trade compliance capabilities, while meeting your company’s compliance obligations and challenges in any sector.