Application Support Engineer
Homeprotect Home Insurance
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Benefits offered by this job
Job summary
Homeprotect Home Insurance is seeking an Application Support Engineer to join our Engineering organization and improve how we investigate and resolve production issues. You will be the first point of technical investigation for issues affecting our applications and services, working with Business Operations, Customer Support and Product Engineering teams.
This hands-on role involves querying data, analyzing logs and APIs, reproducing problems and guiding issue resolution while enabling Product
Qualifications
- SQL and investigating data in relational databases.
- HTTP and REST APIs, including requests, responses, authentication and status codes.
- Debugging web applications using browser developer tools.
- Investigating application logs, monitoring and observability tooling.
- Understanding how applications interact across services and integrations.
- Working with cloud-hosted applications and multiple environments.
- Structured troubleshooting and root-cause investigation.
Responsibilities
- Investigate and diagnose production and operational application issues.
- Reproduce reported problems and identify likely causes.
- Query databases to understand application and data state.
- Investigate APIs, integrations and application behavior.
- Analyze application logs, traces and monitoring data.
- Identify potential relationships between issues, deployments, configuration and environmental changes.
- Resolve known issues using documented procedures and runbooks.
- Provide Product Engineering teams with clear technical evidence when deeper investigation or code changes are required.
- Support incident investigation and resolution alongside Product Engineering.
- Identify recurring issues and work with engineering teams to drive permanent improvements.
- Create and maintain technical runbooks and operational documentation.
- Help improve our monitoring, observability and overall application supportability.
- Share knowledge across Engineering rather than allowing operational knowledge to become dependent on individuals.
Skills
Tools
Job description
We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.
We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.
If you're someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers.
Our customers come from all walks of life and so do our people. We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love.
We work at pace, but we trust our people to work in a way that brings out their best. You'll collaborate closely across teams, have real ownership from day one and see the impact you have first-hand with flexible working to help you balance the needs of your role with the rhythm of your life.
We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.
We are looking for an Application Support Engineer to join our Engineering organization and help us improve how we investigate and resolve production and operational issues.
You will provide the first point of technical investigation for issues affecting our applications and services, working closely with Business Operations, Customer Support and our Product Engineering teams.
This is a hands-on technical role. You will investigate application behavior, query data, analyze logs and APIs, reproduce problems, and help determine what is happening before an issue needs deeper Product Engineering involvement.
The goal is not simply to process support tickets. You will help us make production support increasingly effective, repeatable, and scalable, while enabling our Product Engineering teams to remain focused on building and improving our products.
- Investigate and diagnose production and operational application issues
- Reproduce reported problems and identify likely causes.
- Query databases to understand application and data state.
- Investigate APIs, integrations and application behavior.
- Analyze application logs, traces and monitoring data.
- Identify potential relationships between issues, deployments, configuration and environmental changes.
- Resolve known issues using documented procedures and runbooks.
- Provide Product Engineering teams with clear technical evidence when deeper investigation or code changes are required.
- Support incident investigation and resolution alongside Product Engineering.
- Identify recurring issues and work with engineering teams to drive permanent improvements.
- Create and maintain technical runbooks and operational documentation.
- Help improve our monitoring, observability and overall application supportability.
- Share knowledge across Engineering rather than allowing operational knowledge to become dependent on individuals.
- SQL and investigating data in relational databases.
- HTTP and REST APIs, including requests, responses, authentication and status codes.
- Debugging web applications using browser developer tools.
- Investigating application logs, monitoring and observability tooling.
- Understanding how applications interact across services and integrations.
- Working with cloud-hosted applications and multiple environments.
- Understanding software deployments, configuration and environment differences.
- Structured troubleshooting and root-cause investigation.
- Bridge business and engineering through strong process mapping and domain expertise; drive platform improvements.
- Outstanding communicator with rigorous, audience-appropriate documentation.
You will be successful when:
- Operational issues are diagnosed faster.
- Product Engineering receives well-understood, actionable escalations.
- Fewer engineering interruptions are required for routine investigation.
- Known issues can be resolved consistently through documented procedures.
- Recurring problems are identified and addressed rather than repeatedly worked around.
- Operational knowledge becomes increasingly documented and shared.
- Our applications become progressively easier to monitor, diagnose and support.
We want you to feel rewarded, supported and set up to thrive throughout your career with us.
We invest in your development through structured learning, mentoring, buddying, on-the-job experience and cross-functional projects. We support role-relevant professional qualifications where they'll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on right across the business.
Your wellbeing matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, a Wellbeing Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye care voucher.
We offer an annual discretionary bonus scheme upto 30% of your base pay, life insurance at four times your salary, and a pension with Aegon. You'll also receive a significant discount on Homeprotect home insurance - with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.
25 days' annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.
We trust our people to work in a way that best suits them - with flexible working to balance the needs of your role with the rhythm of your life. We ask that everyone comes into the office at least once a week, as we believe in-person connection is important for collaboration, culture and building great relationships. You'll receive a homeworking starter kit from day one and can claim towards additional home office equipment within your first six months.
We care about more than just the work. Through our charity partnership with Refuge, the UK's largest specialist domestic abuse charity and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.
We're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe in celebrating difference - everything that makes both our customers and our people unique. We consider visa sponsorship on a case by case basis for the right candidate, so please don't let that stop you from applying.
We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you.
Your data will be maintained in line with our recruitment data privacy policy.
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