Application Support Engineer in Banks

Salary: £28,000 - 33,000 per year

Requirements

• Previous experience in an application support, software support, or technical support role.
• Experience handling both first-line and second-line support activities.
• Experience using service desk, ticketing, or incident management tools.
• Experience supporting business-critical or customer-facing software applications.
• Experience working alongside a software development team.
• Experience with defect management, release support, and change control processes.
• Experience creating or improving support documentation and knowledge base material.
• Familiarity with Agile or Scrum ways of working.
• Familiarity with system logging, monitoring, and diagnostic tools.
• Strong troubleshooting and analytical skills, with the ability to investigate issues methodically, calmly, and professionally to identify likely root causes.
• Good SQL skills, including writing queries and using data to support investigation and diagnosis.
• Working knowledge of C#, including the ability to read existing code and make small, low-risk changes.
• Ability to manage and prioritise multiple issues effectively in a busy environment, balancing responsiveness with thorough investigation.
• Strong written and verbal communication skills.
• A proactive approach to learning systems, understanding business processes, and improving support outcomes.
• Curious and detail-oriented, with a genuine interest in understanding how products work.
• Customer-focused, with a strong sense of ownership and accountability.
• Ability to work confidently with both technical and non-technical colleagues, with a collaborative approach across support and development boundaries.
• Commitment to continuous improvement and improving the user experience.
• Must be eligible to work in the UK.

Responsibilities

• Provide first-line and second-line support for incidents, service requests, and application-related queries, taking ownership of support tickets from initial triage through to resolution or escalation.
• Investigate, diagnose, and resolve issues affecting live software products in a timely and professional manner, working closely with developers, testers, product colleagues, and stakeholders.
• Develop and maintain a detailed understanding of our products, including functionality, workflows, dependencies, and common support issues.
• Use SQL to investigate data issues, validate system behaviour, and support troubleshooting and root cause analysis.
• Read, understand, and make small, controlled updates to existing C# code where appropriate and agreed.
• Reproduce defects, gather evidence, and document findings clearly for the wider development team.
• Identify recurring issues and trends and contribute to continuous improvement activities that reduce incidents and improve service quality.
• Maintain clear and accurate documentation, including support notes, known issues, troubleshooting guidance, and resolution steps.
• Support releases, fixes, and production changes by carrying out relevant checks and post-release validation where required.
• Communicate clearly with users and stakeholders regarding issue status, business impact, and expected next steps.
• Help ensure that support processes are followed consistently and that issues are managed in line with agreed service expectations.
• Provide timely responses to operational needs including time-sheeting and health & safety.
• Contribute to our sustainability plans and outcomes and our internal CSR team objectives as required.

Technologies

• C#
• Support
• SQL
• Excel

We are BIP.Verco, a company focused on sustainable and regenerative transformation, using data-driven thinking, expert guidance, and real-world solutions to help businesses make sustainability a powerful engine of innovation and competitiveness. We have been developing decarbonisation solutions for over two decades, including our MyVerco software that supports businesses on their path to net zero. This Application Support Engineer role is a hands-on, entry-point position within our career structure, based in a hybrid arrangement in Chorley, Lancashire. We offer a strong package including a discretionary performance-based bonus, 5% pension contribution, BUPA medical insurance, life assurance, travel insurance, annual learning days, flexible working, wellbeing support, and a wide range of additional benefits. We value diversity, inclusion, professional development, and a collaborative culture, and we are committed to helping our people thrive while contributing to our sustainability and CSR goals.