Application Support Specialist

5 hours ago


Stuart, Florida, United States SymphonyAI Full time
Job Title: Application Support Engineer

SymphonyAI is seeking a skilled 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.

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.


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