Application Support Engineer

LDMS; Cardiff; On-site; GBP 24,000 - 29,000; Full time

Job summary

A fintech software start-up in Cardiff is seeking an Application Support Engineer. In this role, you will be the first point of contact for customer issues, assisting with support requests and ensuring timely resolutions. You will need a strong understanding of SQL and experience with issue management systems like Jira. The start-up offers competitive salary, benefits including a healthcare plan and 25 days holiday, and is focused on innovation in the financial software sector.

Benefits

Competitive salary

Participation in discretionary annual performance related bonus

Comprehensive benefits package

25 days holiday plus bank holidays

Qualifications

• Experience in a fast-paced agile development team.
• Logical mindset with clear communication skills.
• Proactive approach to work supporting Service Delivery team.

Responsibilities

• Act as first point of contact for customer issues.
• Triage incidents and escalate to engineering teams.
• Track user interactions and resolutions in the issue management system.

Skills

Working knowledge of Web/PC environments

Working knowledge of issue management systems

Working knowledge of version management tools

Understanding SQL

Tools

Jira

Bitbucket

Job description

Job Title: Application Support Engineer

Location: Cardiff

Salary: Up to £29,000 depending on experience

LDMS is a fintech software start-up, spinning out of a large multinational group focused on delivering credit and lending software to a global market that is growing to $12 billion in the next 5 years.

We are in a unique position, as a spin off from an existing multinational group we have the history, existing customers, large financial backing, a proven model and a solid revenue base. As a startup we have the ability, skills and autonomy to move fast, invest in new technologies and work with the best people.

However, this is just the start of our journey. To reach our ambitions we need builders, makers, and doers, helping us keep delivery high and bureaucracy low. We’re looking for people who want to have global impact, delivered from the heart of Cardiff.

The Role

As an Application Support Engineer, you will be part of the Professional Services team at LDMS assisting multi-disciplined teams to deliver and support world class financial software for LDMS partners and clients. Reporting directly to the Lead Engineer you’ll be expected to gain a sound understanding of our business, the systems we use and the products that we supply. You’ll be focused on supporting our customers by responding to service tickets, understanding customer needs and issues.

Possessing a logical mindset, clear communication skills and an in-depth knowledge of our products you will be required to provide a 2nd line support capability to assist in service desk issue resolution.

You will be required to take a proactive approach to work, being responsible for helping to support our Service Delivery team to provide support for our customers.

What will you be doing?

• To be the first point of contact for our customers to get their issue resolved. Escalating to the engineering teams as/where required.
• Triage of issues to determine the validity of the information provided/incident details
• Responding to second line support requests from within the team.
• Utilising the issue management system to track all user interactions and issue resolutions
• Identifying and escalating situations requiring urgent attention, redirecting problems to appropriate resource when necessary.
• Understanding the root cause of an issue, in conjunction with working on its resolution.
• Working within a fast-paced agile development team

Your skills & experience

Whilst we see great value in bringing people in with specific skills, we also realise that sometimes your background may not perfectly overlap with what's listed below.

At LDMS we look at aptitude and attitude as well as your current technical skills and experience. If you don't consider yourself as ticking all the technical requirements but you have a passion for tech and think you'd be a perfect fit for us, please get in touch.

The essential skills required for this role are:

• Working knowledge of Web/PC environments
• Working knowledge of issue management systems (we use Jira)
• Working knowledge of version management tools (we use Bitbucket)
• Must understand SQL (any flavour), including:
• Select, Insert, Update, Delete statements
• Understanding and executing system procedures
• Construction of ad hoc queries using SQL
• Fixing data issues by writing SQL statements

The desirable skills required for this role are:

• High Level of practical PL/SQL knowledge
• High level of experience with Oracle Forms & Reports Builder.
• High level of Practical understanding of PostgreSQL.
• Experience with AWS hosted SPRING applications.
• Previous work with Docker.

Benefits

• Competitive salary
• Participation in discretionary annual performance related bonus
• Comprehensive benefits package, including health care plan, pension and life insurance.
• 25 days holiday (plus bank holidays)