The Opportunity

We are seeking a proactive Application Support Engineer – Technology Services to be the subject matter expert for our bespoke, business-critical life-insurance (Insurtech) applications. You will keep these systems stable, compliant, and easy for colleagues to use, combining advanced SQL expertise with end-to-end ticket ownership and exceptional customer communication.

This role puts you at the intersection of operations, engineering, and customer service—diagnosing and resolving issues quickly, safeguarding data integrity, and driving continuous improvements backed by audit-ready documentation. You’ll collaborate closely with Architecture/Development, Infrastructure, and business stakeholders to ensure our systems remain reliable, secure, and responsive to business needs.

The Role

You’ll own the full lifecycle of support for our internal Insurtech applications—from triaging incidents to delivering preventative solutions. Your day-to-day work will combine technical investigation, SQL-driven analysis, and clear status communication with a focus on reducing repeat issues and improving system resilience.

What You’ll Do

• Own Zendesk tickets end-to-end (incident, request, problem, change): triage, prioritize, communicate status, meet SLAs/OLAs, and escalate when needed
• Diagnose UI, service, integration, and database issues; reproduce defects and verify fixes with engineering teams
• Use advanced SQL (joins, CTEs, window functions, query tuning) for data investigation, reconciliation, and controlled remediation under “maker-checker” approvals
• Monitor application health, jobs, and integrations (EOD/SOD batches, ETL, payment/billing flows, REST APIs/queues); respond to alerts and update runbooks
• Create and maintain operational/stakeholder reports (SQL/SSRS); track KPIs and trends to prevent recurring incidents
• Lead or participate in RCA/problem management; publish blameless post-mortems and implement preventative measures
• Support releases (UAT coordination, deployment validation, rollback readiness) and maintain compliant change records
• Maintain documentation and knowledge articles; deliver knowledge-transfer sessions and best-practice workshops
• Partner with Infrastructure for user administration, deskside troubleshooting, and environment hygiene
• Safeguard PII and secrets; enforce least-privilege access and auditability in all support actions

What We’re Looking For

• Significant body of professional experience in application support or service desk within FinTech/InsurTech or other regulated environments
• Strong SQL skills across T-SQL/MySQL/SQL Server (data interrogation, scripts, stored procedures, controlled fixes under change control)
• Hands-on Zendesk ITSM (incidents/problems/changes, SLAs, views/macros; reporting/dashboards a plus)
• Solid RDBMS knowledge and business application design understanding
• Experience with logs/APM/monitoring tools (e.g., Datadog, New Relic, CloudWatch)
• Scripting for efficiency (PowerShell, Python, Bash); basic SQL DBA skills a plus
• Familiarity with SDLC, Git, CI/CD, and cloud concepts (Azure/AWS)
• Strong communication, structured problem solving, ownership, and drive for continuous improvement

Domain Knowledge (Preferred)

• Life-insurance operations and flows (policy admin, billing/payments, claims, reconciliation)
• Understanding of regulatory/audit expectations (GDPR/PII handling, SoD, change control)

Nice to Have (AI/ML)

• AI-powered support workflows: ticket triage/summarization, knowledge article drafting, anomaly detection
• Basics of prompt engineering, embeddings/vector search, and compliance guardrails
• Exposure to fraud/anomaly detection and the Python ML stack

Logistics & Success Metrics

• Participate in an on-call rotation; may align to regional or extended hours as needed
• Success measured by SLA attainment, reduced MTTR, fewer repeat incidents, high customer satisfaction, and audit-ready records

About Neilson

At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we’ve grown from a UK-based startup to a multinational leader in digital insurance services, operating across the UK, USA, Canada, Ireland, and Australia with over 1,000 employees.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a dynamic environment where you can grow your career. Compensation will be based on experience, skill set, and business needs. Additionally, we offer a robust benefits package, including:

• 100% remote-first role with flexible working options
• Pension, healthcare, life assurance
• Great central office, only 2 minutes away from Windsor train station!
• Amazing bunch of people that genuinely want to support you and celebrate your wins!
• We work hard but we know how to have fun too; we have regular theme days and charity events for all to enjoy.
• Fancy a morning brew? We have that covered! Tea, coffee and milk provided!
• Employee Assistance Programme to help and support with life stuff!
• Plenty of local discounts for coffee outlets, restaurants, cinemas, gyms, and more
• Free fruit, flu vaccinations, cycle-to-work scheme, eye test/glasses vouchers—looking after your wellbeing!
• 25 days holiday plus bank holidays

If you’re a driven leader with a passion for application support, engineering, and team empowerment, we want to hear from you. Join us at Neilson and help shape the future of our technology landscape.