_{11th November, 2024}

Role: Junior Application Support
Industry: FinTech
Location: New York / hybrid
  
Main function: Provide advanced production support for a leading FinTech company, resolving complex issues and enhancing application performance in a Linux environment.
  
What You’ll Focus On

• Quickly learn about key systems, processes, and support tooling across application stacks
• Complex technical issues from analysis through to resolution.
• The incident process includes running incidents and post-mortems with multiple senior stakeholders across technology, client, and product teams. Implement proactive measures to reduce recurring incidents and minimize service disruptions.
• Create and analyze metrics to identify trends, common root causes, and areas for improvement.
• Drive the creation and maintenance of the knowledge base to assist the support team.
• Investigate and resolve complex production issues (Levels 2 and 3).
• Prioritise tasks, work independently and collaborate with other teams.
• Triage tickets, respond to client queries, and onboard new services.
• Automate processes, implement permanent fixes and improve monitoring systems.
• Ensure continuous data monitoring and support product improvements.
• Document new products for a smooth handover to the support team.
• Lead incident review meetings and manage problem-solving activities.
• Coordinate with the Tech Support Lead and provide out-of-hours support.

• A good degree in Computer Science or a related field
• Well-versed with Linux Commands and SQL
• Ability to apply the proper sense of urgency in a fast-paced environment
• Highly motivated, punctual, organized, responsible, and not afraid to ask questions or pick up the phone with clients
• Enjoy both the responsive and proactive elements of the support role
• Enjoy solving complex problems
• Strong Technical ability for complex issue resolution and prioritization
• Ability to work as part of a team and communicate effectively, especially during incidents
• Strong communication skills, including the ability to liaise with developers, client service, and technical contacts at clients, and to provide telephone & e-mail support to end users

• Collaborative Culture: We support each other to grow and succeed in a meritocratic environment.
• Flexible Work: Modern tools and flexible working arrangements, including remote work options.
• Industry Leader: Join a globally recognized FinTech company trusted by 120+ financial institutions.
• Career Growth: Opportunities for advancement and skill development within a growing company.
• Comprehensive Benefits: Competitive salary, life assurance, income protection, and pension.