Application Support Engineer

JR United Kingdom; London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an experienced Application Support Engineer for a hybrid contract role in London. This position involves supporting critical SaaS applications during a transition period, ensuring service continuity and operational performance. Ideal candidates will have a solid background in application support, particularly within the insurance domain, and be adept at working with both internal teams and external vendors. This role offers the opportunity to engage with diverse business functions while enhancing your skills in a dynamic environment. If you're ready to make a significant impact, this is the perfect role for you.

Qualifications

• Strong application support background in insurance or financial services.
• Proven experience with SaaS applications and vendor platforms.

Responsibilities

• Provide day-to-day support for SaaS applications across various functions.
• Collaborate with stakeholders to troubleshoot and resolve technical issues.

Skills

Application Support

SaaS Applications

Incident Management

ITIL Principles

Communication Skills

Job description

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Location: London / Hybrid (3 days pw onsite)

Contract Type: Inside IR35

Duration: 3 Months (Potential for extension)

Start Date: ASAP

Overview:

We’re looking for an experienced and hands-on Application Support Engineer to join on a contract basis to support several key business applications during a period of transition. The incoming systems are being migrated from a related business, and this role will play a central part in ensuring that service continuity and operational performance are maintained.

This position is ideally suited for someone with a strong background in supporting SaaS products, especially within the insurance domain, and who is comfortable working closely with both internal users and external vendors.

Key Responsibilities:

• Provide day-to-day support for a suite of SaaS-based applications across various internal functions, including Finance, Underwriting Ops, Claims, Actuarial, Risk, and HR.
• Act as the first point of contact for incident resolution and issue management, ensuring that all reported problems are addressed in a timely and professional manner.
• Collaborate with internal stakeholders and third-party vendors to triage, troubleshoot, and resolve technical issues.
• Monitor application performance and proactively identify potential issues before they impact the business.
• Lead or support incident response for application outages or degradation, including root cause analysis and reporting.
• Maintain and update support documentation and knowledge bases.
• Carry out compliance activities such as user access reviews and audit tracking for supported applications.
• Deliver basic training sessions and create user guides or materials to help teams get the most from their tools.
• Support change and release management processes where relevant to application updates or transitions.

Skills & Experience Required:

• Strong application support background, ideally within insurance or financial services.
• Proven experience working with a range of SaaS applications and vendor platforms.
• Solid understanding of ITSM principles and best practices – ITIL certification or experience preferred.
• Experience across incident management, service request fulfilment, and change/problem management.
• Confident in performance monitoring, issue resolution, and service optimisation.
• Demonstrated ability to understand business domains and align application use with business needs.
• Excellent interpersonal and communication skills – able to engage confidently with both technical and non-technical stakeholders.

Additional Info:

• This is a 3-month Inside IR35 contract with the potential to extend depending on business needs.
• Hybrid working environment with occasional office presence expected in central London.