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Application Support Analyst
Who We Are đź‘‹
We believe in disrupting and revolutionising the insurance industry. At Ki, we’re pioneering the use of algorithms, machine learning, and large language models to empower insurance brokers with quotes in seconds, rather than days. Backed by Google and UCL, our platform is transforming a 335-year-old market.
With rapid growth and ambitious targets, we’ve achieved outstanding milestones:
- The biggest global algorithmic insurance carrier
- The fastest-growing syndicate at Lloyd’s of London
- The first syndicate ever to make $100m in profit in three years
Our cross-functional teams foster an agile and collaborative environment, blending diverse skills to deliver the best possible experience for our customers.
About the Role
As we scale, we’re seeking a talented and proactive Application Support Engineer to ensure seamless operations of our SaaS and COTS solutions.
This role focuses on hands-on technical support, troubleshooting, and resolving issues across critical applications that empower mid-office and back-office teams—including Finance, Underwriting Operations, Claims, Actuarial, Risk, and People.
Responsibilities
- Provide technical support to users across various SaaS and commercial-off-the-shelf (COTS) applications
- Troubleshoot and resolve incidents, applying expertise to deliver quick, high-quality resolutions
- Collaborate with development teams and vendors to diagnose and fix defects
- Own incidents that cross team boundaries, coordinating a cohesive response to ensure timely resolution
- Serve as a central point of communication for complex issues and multi-system problems
- Oversee system operations, ensuring performance, health, and scalability
- Monitor system performance proactively, identifying and addressing issues before they escalate
- Perform application maintenance—updates, patches, and configuration management—and support a stable, secure environment
- Develop and maintain technical documentation, including processes, procedures, and knowledge-base articles
- Design and deliver user training and guides, helping end users optimise the use of our products
- Lead incident responses, prioritising resolution while minimising operational disruption
- Conduct root cause analysis, uncovering and addressing systemic weaknesses to prevent future failures
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Key Technical Proficiencies
We require:
- Deep expertise in ITIL frameworks and IT service management (ITSM), including:
- Incident and problem management
- Service desk operations
- Hands-on experience with performance monitoring tools
- Strong foundational knowledge of:
- T-SQL (Transact-SQL)
- Modern HTML (e.g., version 5/6)
- Microsoft Entra (formerly Azure AD for identity and access management)
- Specialised experience with Windows server environments, including installation, configuration, and day-to-day support
- Ability to evaluate and optimise business systems, assessing genuine value against technical requirements
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Nice to have:
- Familiarity with Salesforce
Qualities and Mindset
- High-level problem-solving skills, with a proactive approach to technical challenges
- Additionally, insurance experience is crucial—our work sits at the intersection of technology and financial services
- Insight into business value-drivers, paired with a keen ability to translate technical complexities for non-technical audiences
- Clear communication style, adaptable to diverse discussion levels (both technical and non-technical)
Working With Us
We reward dedication with a highly competitive remuneration and benefits programme, continually reviewed to remain relevant. We recognise achievement beyond larger systems—whether individual or collective, we take the time to celebrate and reward significant effort.
Recruitment Process
- Initial screening call with the recruiter
- Interview with the hiring manager
- Technical interview (varying in detail based on role)
- Values interview to align with Ki’s principles and culture
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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