Application Support Engineer, Customer Support
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Job Description
Structured overview of role & requirementsAbout This Role
Own resolution of customer-reported application issues and incidents ensuring SLA compliance.
Support NetReveal modules including EIM, WLM, AML, CDD, AUSTRAC, Payment Fraud, and Swift with troubleshooting of functional, technical, batch, and integration issues.
Manage product deployments, upgrades, patches, batch orchestration, and maintain support documentation with use of monitoring tools like AWS CloudWatch and Datadog.
Minimum Requirements
Experience in application support or technical customer support for enterprise software.
Working knowledge of financial crime compliance domains such as AML, KYC, sanctions screening, or fraud detection.
Hands-on experience with NetReveal modules and strong Linux/Unix command-line skills.
Proficient in SQL (Oracle and PostgreSQL) and batch orchestration, deployment support, Java-based app troubleshooting, and using monitoring tools such as AWS CloudWatch and Datadog.
Ideal Candidate Profile
Experienced in production support environments handling complex enterprise compliance solutions with SLAs.
Operates with an automation-first mindset to reduce manual repetitive tasks and enable autonomous incident handling.
Collaborates effectively across engineering, DevOps, QA, and product teams to resolve issues and maintain customer satisfaction.