Application Support Engineer

The roleWe’re looking for someone to join our application support team to help with getting our customers on board and helping them use our products to the best effect.Our managed financial systems aggregation platform offers up services as RESTful APIs, embeddable web components, and a user portal, so you’ll need to be able to work with integration engineers and business users alike.You are …You are energetic and customer-centric. You have likely worked in a high-energy, high-velocity environment and loved it. You are excited by the opportunity to create something that you can be proud of and challenge yourself every day.Whilst you may have worked within the enterprise space you are not a corporate stalwart but someone who can blend with any business. You love working with smart people and you get excited about solving big problems for customers.Your Ticket To SuccessBe an advocate. For Frankie, for the product, for our people and for our values.Customer-focused. Working with customers to help identify and capture issues and drive the resolution process to completionTeam player. Working with third-party developers to help them integrate into our platform, and provide feedback on how best to use our service. Working as part of the implementation team to help onboard new customers and ensure they’re set up correctly.Problem solver. Create and enhance existing playbooks for your colleagues, both current and future, on how to trace and solve problems. Work with the engineering team to help identify and address common problems for customers and yourself - you will have real input to the product and our roadmap.In a Previous Life You HaveAn aptitude for digging into complex technical problems, working through processes, logs, and code to get to that “Aha! Gotcha!” moment.Acted as the first point of escalation for technical incidents, providing clear technical analysis and resolution plans.Explained to a room of developers and product managers how to implement something.Collaborated with Development, QA, and Support teams to ensure efficient issue resolution and deployment processes.Participated in on-call rotations if required and assisted with incident response and post-mortem reviews.Maintained and updated runbooks, knowledge base articles, and operational documentation.Experienced in API testing using Postman.2+ years’ experience in a technical role—software engineering, system administration, or testing. Open to developers interested in transitioning into TechOpsWorked with logging/monitoring tools like AWS Cloudwatch, Datadog, ELK stacks, or similar to really drill into issues.Confidence working in a Linux environment using the command line to manage your day-to-day.Been able to query databases to dig further into data. Exposure to traditional relational SQL and NoSQL databases will be a definite plus.Some scripting skills that will allow you to automate investigations as you go.At FrankieOne our goal is to help scale fintechs and financial institutions alike by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform, coupled with access to all global tools in one place, delivers unparalleled customer experiences. In order to do that, over the last four years we have created a unique culture focused on high performance, accountability, being frank - essentially where Frankies can thrive and our customers can feel confident that they are compliant.