Application Support Engineer, Customer Support

Introduction:

Job Title

Application Support Engineer, Customer Support

Overview:
Own go-to-market (GTM) execution for SymphonyAI's financial crime compliance solution portfolio by translating complex AI capabilities into compelling narratives that resonate with our ideal customer profiles, industry analysts, and partners. You will play a critical role in developing positioning, messaging, and content that drives awareness and adoption, while enabling Sales, managing analyst and partner relations, and providing critical market insights.

Job Description:

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.