Application Support Engineer, Customer Support

Introduction

Job Title

Overview

Key Responsibilities

• Act as the primary support contact for customer-reported application issues and resolve incidents within agreed SLAs.
• Troubleshoot functional, technical, configuration, deployment, batch, database, and integration issues.
• Support NetReveal modules including EIM, WLM, AML, CDD, AUSTRAC, Payment Fraud, and Swift.
• Investigate application logs, batch failures, database records, configurations, and monitoring alerts to identify root cause.
• Support product deployments, upgrades, patches, hotfixes, and release validation.
• Manage and troubleshoot batch orchestration, job failures, reruns, dependencies, and recovery activities.
• Develop, review, and troubleshoot XML/YAML configuration files.
• Use Linux/Unix, SQL, Oracle, and PostgreSQL for application investigation and operational support.
• Collaborate and partner with engineering, DevOps, QA, product, and specialist teams for issue resolution.
• Use monitoring tools such as AWS CloudWatch and Datadog to identify and respond to service degradation.
• Maintain support documentation, troubleshooting guides, blameless RCA notes, known issues, and workarounds.
• Communicate status, resolution plans, and technical guidance clearly to customers and internal stakeholders.

Must-Have Skills & Experience

• Experience in application support, production support, or technical customer support for enterprise software
• Working knowledge of financial crime, AML, KYC, sanctions screening, fraud detection, or compliance applications.
• Hands-on or working experience with NetReveal modules.
• Strong Linux/Unix command-line skills.
• Good SQL skills with experience in Oracle and PostgreSQL.
• Experience with batch orchestration, job monitoring, failure analysis, and reruns.
• Experience supporting product deployments, patches, upgrades, and configuration changes.
• Experience with Java-based applications and log-based troubleshooting.
• Familiarity with REST APIs, SAML, SSO, and integration troubleshooting.
• Experience with Git, GitHub Actions, and Bitbucket.
• Experience using monitoring tools such as AWS CloudWatch and Datadog.
• Use AI-assisted tools (e.g., Claude, Cursor, GitHub, Copilot) to accelerate log analysis, root cause identification, and documentation drafting.
• Automation first attitude - Reduce manual repetitive tasks, self-service and autonomous incident handling
• Good communication skills and ability to manage multiple customer issues in an SLA-driven environment.

Nice-to-Have Skills

• Knowledge of Kubernetes, Helm charts, and containerized deployments.
• Understanding of DevOps, CI/CD, and cloud automation practices.
• Knowledge of XML, YAML, and configuration-driven applications.
• Familiarity with Grafana, PagerDuty, Prometheus or ELK.
• Basic understanding of AI/ML-based fraud or compliance solutions.
• Basic knowledge of Python for scripting, automation, or support activities.