Job Description

What to Expect

As a Staff Application Support Engineer, you will focus on our backend applications intended for, but not limited to, the European market. This is a high-impact role in a fast-paced, global environment where your expertise drives operational excellence. You'll blend incident management, data analysis, and coding solutions to support our users, ensuring the successful implementation and management of services in production environments. Providing Level IV support, you'll maintain high standards of quality, security, and compliance while tackling urgent changes with excellent problem-solving skills and business acumen. This position requires multitasking in a collaborative setting, mentoring and leading others, and contributing to continuous improvement.

What You’ll Do

• Collaborate with cross-functional teams, including product owners, software engineers, quality assurance, and release teams, to own cases from inception to deployment.
• Mentoring and leading a team of other support engineers, fostering their professional growth and development.
• Provide improvement recommendations based on best practices, industry standards, and emerging trends to inform decisions and enhance system performance.
• Serve as the primary point of contact for business users on technical decisions, removing obstacles and ensuring smooth operations.
• Investigate root causes of failures to drive continual improvement, demonstrating curiosity in uncovering edge cases, rare situations, and hidden dependencies for system’s resilience.
• Continually learn, apply, and teach software best practices, tools, and technologies, including mentoring team members in support methodologies.
• Handle multiple incidents and tasks in parallel, be the escalations owner, including tackling urgent problems that require immediate action.
• Oversee team deliverables and ensure timely completion of support incidents.
• Work independently within a team, taking an active approach in a globally distributed environment.

What You’ll Bring

• Extensive years of experience as an application support engineer, with evidence of exceptional ability considered
• Proven experience in managing or mentoring a team in the domain of application support, software engineering, or similar.
• Strong and proven experience with the latest backend web stack technologies such as .NET Core, C#, Python, or Java
• Highly skilled in T-SQL; debugging of stored procedures in SQL or MySQL, and SQL performance, and optimalization.
• Experience with front-end web frameworks (e.g. React and Angular) and RESTful web services and web applications.
• Experience with messaging queues (e.g. Kafka and RabbitMQ)
• Experience with source control management (e.g., GitHub), issue tracking (e.g. JIRA), and log management systems (e.g. Splunk, Dynatrace).
• A subject master with ITIL processes, ticketing workflows (e.g. BMC Remedy or ServiceNow)
• Analytical and problem-solving skills for data manipulation, interpretation, and root cause analysis in business contexts.
• Strong communication skills to interact clearly and effectively with business stakeholders and internal teams, both written and verbally.
• Flexibility in working hours to collaborate with teams across different time zones.
• Fluency in English (written and verbal) is required.
• Be technically and functionally knowledgeable about the European financial system and its working methods