Application Support Engineer

SymphonyAI; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading AI SaaS company in Toronto is seeking an Application Support Engineer to ensure smooth operation of software solutions for major financial clients. The role involves ownership of support incidents, collaboration with engineering for bug fixes, and maintaining documentation. Ideal candidates will have tech degrees and strong problem-solving skills. This hybrid role requires presence in the office three days a week.

Qualifications

• Proven experience in application support roles, ideally in financial services.
• Strong skills in managing and prioritizing support requests.
• Ability to deliver clear updates and status reports.

Responsibilities

• Take ownership of incidents from major clients and provide effective resolutions.
• Collaborate with project and engineering teams for seamless transitions.
• Document all customer interactions accurately within the ticketing tool.

Skills

Fluent English

Critical thinking

Problem-solving

Detail-oriented

Team collaboration

Education

Technical degree in Computer Science or related field

Tools

Linux

Oracle

SQL

Java

Scala

Job description

Introduction SymphonyAI Financial Services is seeking a talented and motivated Application Support Engineer to join our team in Toronto, Canada. 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. Job Description 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 prioritizing 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 analyze 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. This is a hybrid position, requiring three days per week in our Toronto, Canada office. About Us About SymphonyAI SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and business IT. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 2,000 talented leaders, data scientists, and other professionals across 35 countries. SymphonyAI is an SAIGroup company, backed by a $1 billion commitment from Dr. Romesh Wadhwani, a successful entrepreneur and philanthropist. Visit here, for more information about how we hire, what’s in it for you, our culture and values. #LI-KO1 #LI-HybridResponsibilities :
• 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 prioritizing 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 analyze 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. This is a hybrid position, requiring three days per week in our Toronto, Canada office. About SymphonyAI SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and business IT. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 2,000 talented leaders, data scientists, and other professionals across 35 countries. SymphonyAI is an SAIGroup company, backed by a $1 billion commitment from Dr. Romesh Wadhwani, a successful entrepreneur and philanthropist. Visit here, for more information about how we hire, what’s in it for you, our culture and values. #LI-KO1 #LI-Hybrid