Application Support Engineer

Napier Technologies Limited.; Belfast; On-site; GBP 35,000 - 55,000; Full time

Job summary

An innovative firm is seeking an Application Support Engineer to enhance its customer support capabilities. This role involves resolving technical issues, building strong client relationships, and utilizing a diverse technology stack, including cloud environments and Linux. As part of a dynamic team, you'll contribute to improving operational processes and ensuring customer satisfaction. If you have a proactive approach and strong problem-solving skills, this opportunity offers a chance to make a significant impact in the financial technology sector.

Qualifications

• Experience in ITIL framework for incident resolution.
• Strong problem-solving skills in collaborative environments.

Responsibilities

• Support customers by resolving issues quickly and efficiently.
• Collaborate with departments to deliver positive outcomes.

Skills

Technical Troubleshooting

Customer Relationship Management

Problem-Solving

Cloud Environments

Linux

SQL

DevOps Practices

Effective Communication

Job description

Application Support Engineer

Application Deadline: 4 July 2025

Department: Customer Support

Employment Type: Full Time

Location: Belfast

Reporting To: Preeti Chawla

Description

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