Application Support Engineer

CPS Group are working with a growing technology business in Cardiff that develops and supports software solutions for the financial services sector. They’re looking for an experienced Senior Application Support Engineer to join their Engineering team and provide high-level technical support across their customer-facing applications.

This is a great opportunity for someone with a strong background in Application/Software Support, SQL and technical troubleshooting who enjoys getting to the root cause of complex issues, while also supporting and mentoring less experienced members of the team.

The Role

As a Senior Application Support Engineer, you’ll provide 2nd and 3rd line application support, taking ownership of more complex and escalated technical issues through investigation, root-cause analysis and resolution.

You’ll work closely with Service Delivery and Engineering teams, helping ensure customer issues are resolved effectively while also improving processes, documentation and automation across the support function.

What You’ll Be Doing

• Providing senior-level 2nd/3rd line application support
• Investigating, diagnosing and resolving complex technical issues
• Taking ownership of escalated incidents through to resolution
• Performing root-cause analysis and identifying underlying application or data issues
• Using SQL to investigate databases, troubleshoot problems and correct data issues
• Writing and maintaining scripts to automate repetitive support tasks
• Working closely with Service Delivery and Engineering teams
• Managing and tracking incidents through an issue management platform
• Identifying critical issues and escalating where appropriate
• Mentoring and supporting junior Application Support Engineers
• Documenting technical issues, root causes and resolutions
• Helping introduce and maintain best practices across the support function
• Working within a collaborative Agile engineering environment

• Experience within Application Support or Software Support
• Writing ad-hoc and complex multi-table queries
• Investigating and resolving data issues
• Working with database functions, procedures and stored procedures
• Strong technical troubleshooting and problem-solving skills
• Experience investigating complex application issues through to resolution
• Experience working within web and PC-based environments
• Familiarity with issue management tools such as Jira
• Exposure to version control tools such as Bitbucket or similar
• Experience with a scripting language, ideally PowerShell
• Previous experience mentoring, coaching or supporting junior colleagues
• Strong communication and technical documentation skills