Company Description

Sympera is a vertical AI platform revolutionizing relationship banking. By leveraging Agentic AI, we empower bankers to focus on the right clients, driving strategic, meaningful interactions and delivering exceptional experiences. Our platform creates outsized value for banks, regardless of a relationship manager's experience level or the size of the client. We are a fast-moving, innovative team committed to redefining the financial industry through customer-centric, AI-driven solutions.

Role Description

We are looking for a highly organized and proactive Application Support Engineer to join our remote team. You will serve as the crucial bridge between our clients and our R&D team, ensuring the smooth operation, maintenance, and continuous improvement of the Sympera platform.

Key Responsibilities:

• Client Support: Provide front-line technical and application support to clients, ensuring a seamless user experience.
• Troubleshooting: Diagnose, troubleshoot, and resolve Tier 1 technical issues efficiently.
• Issue Management: Manage the ticketing lifecycle by accurately documenting issues, tracking progress, and escalating complex problems to the appropriate R&D owners.
• Collaboration: Work closely with cross-functional engineering and product teams to enhance overall system performance and reliability.
• Analysis: Continuously monitor system data and user feedback to identify trends and recommend platform improvements.
• Documentation: Maintain clear, up-to-date documentation for troubleshooting activities, FAQs, and internal support protocols.

Qualifications:

• Experience: Proven background in Application Support or Technical Support, actively assisting users and resolving software issues.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to effectively identify root causes and solve technical challenges.
• Communication: Excellent written and verbal English proficiency; able to interact with both banking clients and internal engineering teams in a clear, professional manner.
• Organization: Highly organized with a track record of effectively managing ticketing workflows in Jira or Zendesk, and prioritizing tasks in a dynamic environment.
• Adaptability: A strong willingness to learn and adapt to new tools, evolving technologies, and changing client needs.

Bonus Points (Nice to Have):

• Experience supporting modern SaaS platforms, cloud environments (like AWS), or AI-driven technologies.
• Familiarity with banking systems, fintech, or the broader financial services sector.
• A Bachelor's degree in Computer Science, Information Technology, or a related technical field.