Application Support Engineer

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. Reporting to the Head of Support, you will have a background in support to take part in an ambitious transformation of our customer support capability, that will be utilising a client technology stack of Linux virtual machines to cloud-native, containerized Kubernetes applications running on every public cloud including Azure, AWS, GCP and many more.

Your Day to Day:

• Supporting our customers, quickly and efficiently resolving issues via on-hands technical troubleshooting across our technology stack.
• Building excellent relationships with clients to achieve the highest level of customer satisfaction.
• Use your technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
• Collaborate with other departments in the company to deliver positive customer outcomes.
• Work with product management and development teams to channel client feedback & solutions into future releases.
• Provide technical KB documentation for extremely complex workarounds/solutions.
• Using your experience to improve key operational processes.
• Ability to read complex application logs and determine the likely cause.
• Monitor and follow up critical system alerts; perform initial diagnosis and potential fix and escalate to the right teams.
• Participate in the on-call rotation, including weekend coverage.

Do you have what it takes?

• Experience of working within an ITIL framework to investigate and resolve incidents.
• Build and maintain an internal knowledge base to facilitate knowledge transfer across the support department.
• Foster a culture of delivering high levels of customer satisfaction.
• Knowledge of Cloud Environments, Linux.
• Knowledge of SQL and knowledge in database management.
• Basic knowledge of DevOps practices.
• Strong problem-solving skills with the ability to work in a collaborative environment.
• A proactive approach to identifying and resolving technical challenges.
• Effective time management skills for efficient prioritisation.
• Strong communication skills to convey technical concepts to both technical and non-technical stakeholders.

Why Napier?

• Comprehensive private healthcare through AXA covering optical, audio & dental.
• 25 days of annual leave + bank holidays, with an additional two extra days off: we give every employee their Birthday off, and an additional wellness day too.
• Dedicated pension plan through Aviva.
• Life Insurance 4x your annual salary.
• Enhanced Maternity & Paternity leave.
• Income protections policy.
• Work from anywhere for up to 1 month.
• Access to our employee wellbeing programme.
• Gym membership discounts.
• Flexibility in work schedules and locations, ensuring a work-life balance.
• This role can be fulfilled either with a hybrid approach or fully in-office – depending on your preference.
• An open and flexible culture that allows you to work in the best way for you.

Please note applicants must have the right to work in the country that you are applying for as we are unable to offer sponsorship or take over sponsorship of employment visas at this time.