SymphonyAI - Application Support Engineer

About the job :

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.