Application Support Analyst

Application Support Analyst – Drive Excellence in Customer Solutions

Join Sutherland’s dynamic team as an Application Support Analyst, where your expertise in software troubleshooting, database management, and customer-centric problem-solving will make a tangible impact. In this role, you’ll leverage your analytical and technical skills to deliver superior support for our FinScan (FinCrime Screening) system, ensuring seamless functionality and user satisfaction for our global clientele.

As a key member of our support team, you’ll engage in a diverse range of responsibilities that go beyond traditional helpdesk duties. Your work will span from diagnosing and resolving complex software issues—spanning integrations, feature adoption, and system functionality—to developing custom SQL scripts and automated processes that enhance operational efficiency. Collaboration is at the heart of this role, as you’ll partner with cross-functional teams to gather critical customer insights, driving the development of bug fixes, innovative features, and next-generation solutions.

What You’ll Achieve:

• Advanced Technical Troubleshooting: Investigate and resolve intricate software and system issues, ensuring optimal performance and user experience for our FinCrime Screening platform.
• Database and Script Development: Design and implement SQL scripts and custom software processes to streamline operations and address evolving business needs.
• Cross-Team Collaboration: Work closely with engineering, product management, and development teams to translate customer feedback into actionable improvements.
• Knowledge Expansion: Contribute to the growth of our self-service portal, create comprehensive knowledge-base documentation, and develop training materials to empower customers and internal teams.
• Strategic Insights: Provide data-driven recommendations to refine existing solutions and shape the future of our product roadmap.
• Professional Development: Gain exposure to diverse projects, including product installations, pre-sales support, and consulting opportunities, positioning you for long-term career growth within Sutherland.

Why This Role is Perfect for You:

If you thrive in a fast-paced, intellectually stimulating environment where every day brings new challenges, this is your opportunity to make a meaningful difference. Your ability to think analytically, communicate effectively, and adapt to complex technical scenarios will be instrumental in elevating our customers’ experience while advancing your own professional trajectory.

Key Responsibilities:

• Analyze, diagnose, and resolve technical issues across FinScan’s software and integrations, from basic to highly complex multi-layered problems.
• Develop and optimize SQL scripts and automated workflows to enhance system efficiency and user productivity.
• Collaborate with internal teams to gather customer insights, prioritize feature requests, and contribute to the development of innovative solutions.
• Author detailed technical documentation, training modules, and self-service resources to foster customer empowerment and reduce support queries.
• Participate in on-call rotations (minimal after-hours availability) to ensure continuous support for global customers.
• Stay abreast of industry trends in fintech and financial services to align solutions with evolving regulatory and technological demands.

Qualifications and Skills:

To excel in this role, you’ll bring a blend of technical proficiency and interpersonal acumen:

• Education: Degree in Information Technology, Computer Science, Mathematics, Science, or a related STEM field (minimum 2:2 classification).
• Technical Expertise: Proven experience with SQL databases and proficiency in SQL programming. Familiarity with programming languages such as C, C++, C#, .NET, Java, JavaScript, HTML, or XML is a significant advantage.
• Analytical Mindset: Strong problem-solving skills with a creative approach to overcoming technical challenges.
• Communication: Exceptional verbal and written communication skills in English, with proficiency at a native or business level. Additional language skills in Arabic, French, German, Spanish, or Portuguese are highly valued.
• Industry Knowledge: Prior exposure to fintech, financial services, or payment processing systems (e.g., SWIFT) will be beneficial but is not mandatory.
• Collaboration: Ability to work effectively in cross-functional teams and translate technical details into actionable insights for non-technical stakeholders.

Career Growth and Environment:

Based in Riyadh, Saudi Arabia, this role offers the flexibility of working either from Sutherland’s office or remotely (WFH), aligning with local business hours (Monday to Friday, with Friday off). We are seeking a long-term commitment of at least one year, with opportunities for continuous professional development and career advancement. This is more than a job—it’s a platform to grow your expertise in a cutting-edge fintech environment while contributing to solutions that shape the future of financial compliance.