Senior Customer Success Associate — Global Banking Experience & Intelligence

Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide?
Join our Banking & Sales Enablement Customer Success team . In this exciting chapter of continued growth and expansion, we’re looking for a passionate Application Support Analyst.

Job summary

As an Customer Success Associate in Banking & Sales Enablement — Customer Success, you keep the platforms bankers rely on running smoothly and help teams get more value from the tools they use every day. You combine hands-on troubleshooting with direct engagement, partnering with product and engineering to resolve incidents, reduce repeat issues, and improve the overall day-to-day experience. You turn what you learn from support into scalable improvements—clearer self-service content, stronger onboarding, and higher adoption of time-saving capabilities.

Job responsibilities

In this role, you will be responsible for the following activities.

- Keep flagship platforms running. Own day-to-day application support to ensure stability, availability, and performance for Front Office users across global time zones
- Deliver white-glove support as a first point of contact for senior bankers and coverage teams
- Troubleshoot complex issues end-to-end. Triage issues, manage priorities, and drive resolutions within defined service levels while keeping stakeholders informed
- Diagnose incidents fast. Investigate production incidents end-to-end using Structured Query Language (SQL), log analysis, and observability tools to isolate likely root causes
- Reproduce, validate, escalate.. Create reproducible tests, validate dependencies, and escalate effectively using runbooks
- Partner across engineering and product. Partner with engineering, site reliability engineering, and product teams to drive fixes through release and stabilization
- Monitor, triage and communicate. Monitor production for anomalies, escalate promptly, and coordinate incident communications (impact, timeline, next steps)
- Translate tech for bankers. Translate technical change into clear, banker-friendly outcomes to improve usability and confidence
- Enable the business. Build and refresh enablement content, including frequently asked questions, onboarding materials, and self-serve support
- Grow adoption of what we build. Promote new capabilities (including artificial intelligence-powered features) to increase adoption and realized value
- Report on what matters. Produce ad-hoc reporting on system health, key drivers of support volume, and user sentiment for leadership visibility

Required qualifications, capabilities, and skills

To be considered for this role, you must have the following minimum qualifications.

- Bachelor’s degree or equivalent practical experience
- Min 3 years of experience in application support, technology operations, or customer success (financial services experience)
- Experience using an incident and request management platform (such as ServiceNow)
- Demonstrated ability to troubleshoot production issues using Structured Query Language (SQL), logs, and standard observability tooling
- Strong customer-centric approach and comfort operating in a high-visibility, Front Office environment
- Strong written and verbal communication skills, with the ability to translate technical details into practical business outcomes
- Proven ability to prioritize effectively and manage competing demands in a fast-paced environment
- Comfort working in an environment of frequent change (new launches, evolving expectations, shifting requirements)
- Ability to work effectively across product, engineering, and business stakeholders to drive outcomes
- Willingness to support deployments and maintenance releases outside standard hours when needed, including occasional weekends
- Ability to work effectively in a global, follow-the-sun operating model and complete clear handovers across time zones

Preferred qualifications, capabilities, and skills

The following additional qualifications will support your application.

- Experience with a general-purpose programming or scripting language to automate repeatable support tasks
- Strong first-line triage and first-time-fix approach, including log correlation and probable root cause isolation
- Familiarity supporting mobile applications, web applications, or spreadsheet-based solutions
- Experience with enterprise tooling such as Jira, application health dashboards, alerting, and incident bridges
- Demonstrated curiosity and pattern recognition, with a track record of reducing recurring issues through partnership with product and engineering
- Interest in using artificial intelligence to reduce friction in support workflows (for example, runbook lookup, knowledge retrieval, or multi-step automation)
- Experience contributing to enablement materials that improve onboarding, self-service, and feature adoption