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 Grafana.
• Strong understanding of SaaS platform architecture, integrations, data pipelines, and downstream systems, with the ability to troubleshoot failures across internal services, external interfaces, batch processes, and client workflows. Strong API understanding is essential, and experience with capital markets integrations such as FIX or similar protocols is highly preferred.
• Solid understanding of the financial services or asset management domain, ideally with exposure to portfolio management systems, investment book of record, portfolio accounting, holdings, transactions, valuations, reconciliations, fixed income, derivatives, market data, and related lifecycle events across instruments such as bonds, equities, CDS, futures, and related products.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences, write high-quality client-facing communications under pressure, and produce strong incident summaries, RCAs, and post-incident reviews.
• Demonstrable experience handling major incidents and client escalations, remaining calm under pressure, structured in approach, and confident leading client and internal communications during live issues while managing multiple tickets, investigations, and live calls.
• Experience working with ticketing and incident tooling such as Dynamics 365, Jira, incident.io, Opsgenie, or similar.
• Track record of mentoring or informally leading more junior team members, and of contributing to process, tooling, or knowledge-base improvements beyond day-to-day ticket handling.
• Hands-on, proactive, and execution-focused, with a strong sense of ownership, the ability to operate independently with minimal guidance, and the confidence to take the lead on high-priority issues in a fast-paced, SLA-driven environment.

Just some of our benefits

• Competitive salary plus performance based bonus.
• Competitive private medical insurance which includes health, dental, vision and life insurance
• A 401(K) retirement savings plan
• Holiday: 20 days holiday plus public holidays and the option to purchase an additional 5 days annual leave
• Hybrid working: We have a mature attitude towards hybrid working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you.
• Professional learning and development: External training and accreditations are supported, as well internal training and development programs.
  

About FINBOURNE

We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.

At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.

Our solution is open, API first and developer friendly – a true first for the asset management industry. You can see what our team is busy building on Github.

For more information about us please visit our website.