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Application Support Analyst
Who Are We? đź‘‹
Ki insures what you see in the headlines—think space shuttles, world tours, wind farms, and even footballers' legs. Our mission is to digitally disrupt and revolutionise a 335-year-old market.
Working with Google and UCL, Ki has created a platform that uses algorithms, machine learning, and large language models to provide insurance brokers with quotes in seconds rather than days.
Ki is proudly the biggest global algorithmic insurance carrier. It is the fastest-growing syndicate in the Lloyd’s of London market, and the first to achieve $100m in profit in just 3 years.
Ki’s teams bring diverse backgrounds to the table, working in an agile, cross-functional way to deliver the very best experience for our customers. We have big ambitions and are looking for excellent minds to help challenge the status quo and reach new horizons.
✨ About the Role:
We are seeking a skilled and motivated Application Support Engineer to join a team that provides hands-on support for a variety of applications. The ideal candidate should have a strong background in supporting SaaS and COTS products, with specific Insurance application experience.
This role involves troubleshooting, resolving technical issues, and providing exceptional customer support to ensure efficient operation of our software solutions.
🖋️ Responsibilities:
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- Provide technical support for a wide range of SaaS and COTS applications.
- Troubleshoot and resolve application issues reported by end users quickly, using expertise for rapid and effective resolutions.
- Collaborate with development teams at Ki and vendors to diagnose and fix issues.
- Take ownership of cross-team incident reporting, coordinating efforts and ensuring clear communication through complex scenarios.
- Act as an essential communication node between teams for multi-system issues, facilitating smooth cooperation.
- Oversee day-to-day application operations to ensure efficient and effective performance.
- Monitor system health and performance, addressing issues proactively.
- Perform routine maintenance, including updates and patches, maintaining stable and secure environments.
- Create and maintain support documentation, including procedures and knowledge base articles.
- Deliver training sessions and create user guides for maximizing our products.
- Lead incident response, ensuring timely issue resolution and minimal disruption to business operations.
- Conduct Root Cause Analysis to prevent future recurrence of application problems.
đź“‹ Requirements:
- Proven problem-solving skills, with a proactive approach to enhancing system performance.
- Strong technical background covering the diverse applications supported by Ki.
- Prior Insurance domain knowledge is essential.
- Understanding of ITIL frameworks.
- Deep knowledge of IT service management (ITSM), including incident and problem management.
- Proficiency in performance monitoring tools and techniques.
- Experience with Microsoft-based technologies, including:
- T-SQL
- Understanding of HTML
- Microsoft Entra (identity and access management)
- Experience in installing, configuring, and supporting applications on Windows servers.
- Ability to quickly comprehend business domains and assess value to the business effectively.
- First-class communication skills, including the ability to tailor language for both technical and non-technical audiences.
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Nice to have (not mandatory):
- Knowledge of Salesforce.
đź’Ľ Benefits & Offer:
Competitive remuneration and benefits package, reviewed regularly to ensure continued relevance.
Ki values exceptional work and takes the time to acknowledge and reward outstanding efforts by teams and individuals.
âś… Recruitment Process:
To bring you on board, you can expect the following stages:
- Initial recruiter screening call
- Interview with hiring manager
- Technical interview (format may vary depending on the role)
- Values interview
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