Application Support Engineer

TN United Kingdom; Belfast; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading compliance technology specialist is seeking an Application Support Engineer to enhance customer satisfaction and resolve technical issues. This role involves troubleshooting, collaboration with various teams, and improving operational processes. Ideal candidates will have a strong ITIL background and knowledge of Cloud environments.

Qualifications

• Experience with ITIL framework for incident resolution.
• Knowledge of Cloud Environments and SQL.

Responsibilities

• Support customers by resolving issues through technical troubleshooting.
• Collaborate with departments to enhance customer satisfaction.
• Monitor system alerts and perform initial diagnosis.

Skills

Problem-Solving

Communication

Collaboration

Tools

Cloud Environments

Linux

SQL

Job 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.

Key Responsibilities

1. Supporting our customers, quickly and efficiently resolving issues via hands-on technical troubleshooting across our technology stack.
2. Building excellent relationships with clients to achieve the highest level of customer satisfaction.
3. Using your technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
4. Collaborating with other departments to deliver positive customer outcomes.
5. Working with product management and development teams to channel client feedback into future releases.
6. Providing technical KB documentation for complex workarounds/solutions.
7. Using your experience to improve key operational processes.
8. Reading complex application logs to determine causes.
9. Monitoring system alerts, performing initial diagnosis, and escalating issues appropriately.
10. Participating in on-call rotation, including weekend coverage.

Requirements

1. Experience working within an ITIL framework to investigate and resolve incidents.
2. Building and maintaining an internal knowledge base for support team knowledge transfer.
3. Fostering a culture of high customer satisfaction.
4. Knowledge of Cloud Environments and Linux.
5. Knowledge of SQL and database management.
6. Basic understanding of DevOps practices.
7. Strong problem-solving skills and collaborative work approach.
8. Proactive in identifying and resolving technical challenges.
9. Effective time management for prioritization.
10. Strong communication skills for conveying technical concepts to diverse stakeholders.

We are compliance technology specialists. Our platform is founded on broad experience and deep expertise; and our products increase efficiency and minimise risk by successfully combining big data technologies with AI and machine learning. It all adds up to the world’s first truly intelligent compliance platform.

But tech is only half the story. Our intelligent approach supports your policy, process, and procedure, so you can focus on outcomes. The Napier platform is fast, scalable, and easily configurable, as well as user-friendly. It rapidly strengthens your AML defenses and trade compliance capabilities, meeting your company’s compliance obligations in any sector.

Please note that if you are NOT a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information.

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Created on 12/05/2025 by TN United Kingdom