Application Support Engineer - In Office Once A Month

HARVEY NASH - APPLICATION SUPPORT ENGINEER - PLATFORM SUPPORT - CUSTOMER SUPPORT - 1ST LINE - 2ND LINE - API - TICKET MANAGEMENT - INCIDENT MANAGEMENT - JIRA - ZENDESK - USER GUIDES - REPORTING - DOCUMENTATION - USER GUIDES - CONTINUOUS IMPROVEMENT - FINANCIAL SERVICES - FINTECH - SCALE-UP - START-UP - COMMUNICATION - COLLABORATION

Harvey Nash's scale-up client are looking for an Application Support Engineer to join their growing team based in Edinburgh.

The role offers brilliant flexibility, with the need to be in the Edinburgh office just once a month.

The Role:

As an Application Support Engineer, you will be joining a small but growing team of Support Engineers who will support the company's clients with all queries related to their platform.

As a relatively new function, you will be part of the function's improvement as more clients are onboarded, the creation and improvement of documentation and user guides plus you will work with Development and Customer Success teams to enhance the platform's capabilities to suit clients' needs.

The duties include:

• Providing 1st and 2nd line support
• Creating API requests
• Working with Development teams
• Carrying out reporting, use this to identify areas of success and pain points
• Working with internal teams on product and operational improvements
• Creating technical documentation and user guides
• Delivering excellent service, working within SLAs

About You:

This role would be a great match for someone who has the following experience:

• Supporting applications (1st and 2nd line support)
• Working in Financial Services, for a FinTech and/or software scale-up
• Supporting the ticket lifecycle from investigation to resolution
• Excellent ticket and incident management skills
• Ability to guide customers to resolution
• Ability to work to SLAs and to work collaboratively as a team
• Excellent communication with both technical and non-technical stakeholders
• A continuous improvement mindset to both the service and platform
• You enjoy learning - whether it's about the platform itself, customer activity or client requirements, this role is great for someone who has a natural curiosity

If you would like to apply, please submit an up to date CV which demonstrates your relevant experience for the role, it would be great to hear from you!