Application Support Engineer

SymphonyAI

4d•Hybrid

About The Position

SymphonyAI is a leading provider of financial services software, delivering cutting-edge compliance and fraud solutions. As we continue to expand our SaaS offerings, our Customer Operations team is growing to deliver exceptional support to our application users. We’re looking for an Applications Support Engineer who thrives on solving complex application issues, enjoys collaborating with clients and cross-functional teams, and is passionate about continuously improving the user experience in a fast-paced, innovative environment. If this sounds like you, we’d love to hear from you! As an Application Support Engineer, you will provide technical support for our compliance and fraud detection applications to both hosted (SaaS/cloud) and non-hosted (on-premises) customers. In this role, you will work closely with customers to investigate and resolve application issues, manage support tickets, perform root cause analysis, and ensure a high standard of customer satisfaction. By leveraging your technical expertise, problem-solving skills, and strong communication abilities, you will help clients achieve seamless and effective use of our solutions in a dynamic and regulated financial technology environment.

Requirements

Working knowledge of Kubernetes (no deep expertise required, but willingness to learn).
Proficiency with SQL for data manipulation, reporting, and basic performance tuning.
Solid understanding of XML-based configurations and integrations.
Familiarity with REST APIs and how they fit into broader integration strategies.
Basic knowledge of SAML, SSO, and similar authentication and security protocols.
Excellent communication skills for client-facing interactions and ability to explain complex concepts in clear, actionable terms.
Demonstrated ability to manage multiple customers and adapt to shifting priorities.
Familiarity with YAML syntax and Helm charts for application configuration and deployment.

Nice To Haves

Experience with financial crime, AML, KYC, or fraud detection solutions.
Understanding of DevOps, CI/CD, and cloud automation best practices.
Certification with any of the major cloud providers: GCP, AWS, Azure.
Experience with Web Application Servers (Weblogic, JBoss, WebSphere).
Unix/Linux command line proficiency.
Ability to monitor AI solution performance and assist with troubleshooting and optimization.
Experience using GitHub for version control.
Basic understanding of machine learning concepts and model deployment practices (AI/ML).

Responsibilities

Serve as the primary point of contact for customer-reported application issues, providing timely troubleshooting, resolution, and communication within defined SLAs.
Investigate, triage, and resolve functional and technical incidents, escalating complex issues to development or specialist teams as needed.
Develop and review XML-based configuration files.
Document troubleshooting steps, incident resolutions, workarounds, and known issues in a shared knowledge base to support self-service and continuous improvement.
Provide clear, actionable communication and guidance to clients and internal users on application features, usage, and best practices.
Participate in regular incident reviews to help identify root causes, spot trends, and recommend improvements for preventive action.
Collaborate with internal DevOps, engineering, and QA teams to ensure successful and efficient resolutions provided.

Benefits

SymphonyAI offers a comprehensive benefits package, which includes generous health insurance coverage, life and disability insurance, a RRSP with employer matching, paid holidays, self-care days, and paid time off (PTO).
A collaborative and innovative work environment.
Exposure to modern SaaS and AI/ML technologies in the financial sector.
Career growth opportunities and ongoing professional development.
A flexible work environment with potential remote options in some locations

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