Application Support Engineer (Blueflame AI)

• At Blueflame AI for Datasite, you will be part of a dynamic team that is at the forefront of AI technology in the investment management and dealmaking industry
• You will have the opportunity to work with cutting-edge products and make a significant impact on our clients’ success
• Join us to be part of a company that values innovation, client satisfaction, and continuous improvement
• As an Application Support (Backline Support Engineer) at Blueflame AI, you will play a critical role in bridging the gap between our Customer Support and Engineering teams
• You will be responsible for resolving complex technical issues, providing advanced support directly to our clients, and collaborating with engineering to enhance our products and services
• Investigate and resolve complex technical issues escalated from customer success teams
• Analyze platform logs and, when necessary, review associated code to diagnose problems
• Troubleshoot advanced technical challenges to ensure timely and effective solutions
• Document issues and resolutions, contributing to the knowledge base for continuous improvement
• Work directly with Engineering to identify, report, and resolve product bugs and enhancements
• Collaborate with Product teams to enhance the knowledge base and inform the product roadmap based on support insights

Benefits

• Culture and benefits built around work-life balance

• Extensive resources to support physical and mental health

• Employee assistance program

• Generous retirement plans

• Incentives for referring new colleagues

• Learning, training and mentoring programs

• Cross-functional projects

• Stretch assignments to help you progress

• Receive feedback and earn bonuses from peers & managers

• Employee bonding activities

• ESG and charitable team initiatives

• Strong problem-solving skills; able to work independently and collaboratively

• Bachelor’s degree in Computer Science, Information Technology, or a related field

• Experience with ticketing systems, especially Jira

• Familiarity with APIs and integration with other platforms

• Experience with Elasticsearch or similar log management tools

• Proficiency in Python and experience with AWS-based applications

• Administrative experience with Microsoft products (SharePoint, O365, OneNote), including managing permissions and troubleshooting syncing and integration issues

• Excellent communication and interpersonal abilities

• 3-5 years of experience in a technical support or engineering role, preferably at the Tier 3 level

• Preferred Experience in the financial technology or investment management industry