Senior Application Support Analyst

Privacy PolicyJob OpeningsSenior Application Support AnalystSupport - New York, New York (Hybrid)Role Summary Clients are at the heart of what we do, and as we expand our North America footprint we are looking for an experienced Application Support Analyst to help anchor the region. As a Senior Application Support Analyst, you will be one of the most experienced members of our growing North America Support function - acting as a senior technical point of contact for our clients, owning complex incidents end-to-end, and helping to shape the team, processes, and tooling that underpin our service. You will be on the front line for our most demanding clients, ensuring tickets are acknowledged and resolved within SLA, partnering with engineering on root-cause analysis, and providing technical leadership during major incidents. You will also play a key role in mentoring more junior analysts as the team grows, contributing to our knowledge base and runbook library, and driving improvements to our support tooling and processes. This role will involve some out-of-hours and weekend coverage on exception, in line with our follow-the-sun model across the UK, Singapore, and US. It is an exceptional opportunity to help establish and grow the North America Support team for a fast-paced financial technology firm, with significant scope to influence how we operate and deliver as we scale. Eligible to work in the United States and able to be based in or commute to our New York office. Key Responsibilities Owning complex client tickets end-to-end - troubleshooting, reproducing, and resolving issues across the FINBOURNE platform (LUSID, Luminesce, Horizon and supporting services), escalating with full context where engineering input is required. Acting as a senior technical point of contact for North America clients, including during major incidents - leading client communications, coordinating across internal teams, and ensuring timely resolution and follow-up. Driving root-cause analysis and producing high-quality written outputs including RCAs, incident reports, and post-incident reviews. Mentoring and supporting more junior analysts as the North America team grows - sharing technical knowledge, reviewing ticket handling, and helping to establish consistent standards of service. Managing client expectations against contractual SLAs, prioritising work appropriately, and being the voice of the client internally and the voice of FINBOURNE to the client. Contributing to and maintaining our internal and external knowledge base, runbook library, and support documentation - identifying recurring themes and turning them into reusable assets. Identifying and driving improvements to support tooling, automation, and processes - including triage workflows, monitoring, and integrations between our support and engineering systems. Embedding a culture of ownership, technical rigour, and high-quality client service across the North America team and the wider Support function. Participating in the global follow-the-sun rota, including occasional out-of-hours and weekend coverage on exception, and contributing to holiday and on-call planning for the region. Skills and Experience Significant prior experience, typically 5+ years, in an application support, technical support, or production support role, ideally within a SaaS, financial technology, or capital markets environment. Strong troubleshooting skills with the ability to investigate complex issues across the stack, including reading logs, querying databases or APIs, reproducing client scenarios, isolating root causes, and owning incident and problem management across trading, portfolio, and data workflows in cloud environments such as AWS or Azure. Working knowledge of SQL, REST APIs, JSON, Python or another scripting language, Git, and modern observability tooling such as logs, metrics, and traces. Preferred to have experience with monitoring and visualisation tools such as Kibana and...