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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and problem-solving skills in application support, with a focus on driving issues to resolution while maintaining excellent communication and stakeholder management. Proficient in mentoring colleagues and improving team capabilities within a fintech or financial services environment.
Highest-signal resume keywords
Application SupportTechnical SupportAPIsJira Service ManagementITIL Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Analytical SkillsProblem-Solving SkillsTechnical DocumentationSQLSystem Integration
Soft Skills
Customer-First MindsetExcellent CommunicationStakeholder ManagementMentoringOwnership
Tools & Technologies
PostmanJira Service ManagementXMLJSONLogs
Industry Keywords
FintechCapital MarketsStructured ProductsService OperationsMajor Incident Management
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own customer incidents, service requests and escalations through to resolution.
- Lead complex, technical or high-priority issues within the Service queue.
- Troubleshoot application and integration issues using APIs, logs, data and system analysis.
- Act as an escalation point for Service Analysts, providing guidance and deeper investigation before engaging specialist teams.
- Communicate clearly with customers and manage expectations throughout the support lifecycle.
- Support incident and major incident coordination when required.
- Mentor colleagues and improve troubleshooting standards, ticket quality and team capability.
- Support knowledge transfer and readiness for new products, features and projects moving into BAU.
- Contribute to improvements in processes, documentation, tooling and service knowledge.
- Work closely with Product, Engineering and Operations teams to drive issues through resolution.
Requirements
What you’ll need- Professional fluency in English, written and spoken.
- 5+ years' experience in application support, technical support, Service Operations or a similar role within a software, SaaS or financial technology environment.
- Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
- A customer-first mindset with excellent communication and stakeholder management skills.
- Strong ownership and the ability to drive issues through to resolution.
- Experience mentoring or supporting less-experienced colleagues.
- Ability to learn complex products quickly and translate technical knowledge into practical guidance for others.
- Experience creating or maintaining technical documentation, knowledge articles or training materials.
- Experience in fintech, capital markets, structured products or supporting financial-services clients.
- Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL or similar troubleshooting tools.
- Experience with Jira Service Management, ITIL practices and Major Incident Management.
Benefits
Comp & perks- WSD is an employer that values diversity.
- Applications encouraged from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.