Imagine catching criminals before they strike—that’s exactly what Napier’s AI-powered platform does! By analysing transactions and customers in real time, Napier AI’s technology empowers financial institutions to spot suspicious activity, like money laundering, and stops it in its tracks. Napier AI’s technology works like a digital detective, combining AI with smart analytics to outthink criminals and protect people’s money from becoming criminal proceeds. It’s not just about stopping crime—it’s about making the financial world safer and more trustworthy for everyone.
As we continue to expand internationally we are looking to hire an 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 utilising 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.
Key Responsibilities
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
Requirements
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
