Job Description

:IntroductionSymphony AI \xe2\x80\x93 Financial Services is seeking a talented and motivated Application Support Engineer to join our team. As an Application Support Engineer, you will play a crucial role in ensuring the smooth operation of our software solutions and providing excellent customer support to our major financial services clients. You will have the opportunity to work with cutting-edge technologies and collaborate with a team of highly skilled professionals.
Responsibilities:

• Take ownership of incidents raised by our major financial services customers and provide timely and effective resolutions.
• Work towards meeting Service Level Agreements (SLAs) by efficiently managing and prioritising support requests.
• Create configuration fixes for customers, ensuring their requirements are met and the software is optimized for their specific needs.
• Collaborate with the project team to transition projects into support, ensuring a seamless handover and effective knowledge transfer.
• Work closely with the engineering team to provide bug fixes and enhancements to the software, contributing to its overall improvement.
• Ensure all interactions and work performed are accurately documented within the ticketing tool, maintaining a comprehensive and up-to-date record of customer interactions.

Requirements:

• Fluent English speaker with excellent communication skills, both written and verbal.
• Ability to work collaboratively within a team environment while also being self-driven and proactive.
• Strong critical thinking and problem-solving skills, with the ability to analyse complex issues and identify effective solutions.
• Detail-oriented mindset, ensuring accuracy and precision in all tasks.
• Ability to work quickly and efficiently under pressure, effectively managing multiple priorities.
• Passionate about fixing issues and providing exceptional customer support.
• Ability to establish yourself as a trusted advisor to our customers, building strong relationships based on expertise and reliability.
• Confidence in delivering updates and status reports to customers in a clear and concise manner.

Preferred Qualifications:

• Technical competencies in application servers and database servers, such as Linux, Oracle, SQL, Java, and Scala.
• Technical degree in Computer Science or a related field.
• Previous experience in a similar application support role, ideally within the financial services industry.
• Experience working with ticketing systems, maintaining accurate records and tracking support requests.

About UsWho We Are:SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 20 countries.

Symphony Retail