Support Engineer

• Lead the implementation of the Anti-Money Laundering Authority (AMLA) regulatory framework across the bank's Financial Crime and Compliance landscape.
• Act as a bridge between Compliance, Financial Crime Operations, Risk, Data, and Technology teams to translate AMLA requirements into business processes, data models, controls, and technology solutions.
• Drive regulatory transformation initiatives, support target operating model design, and ensure successful implementation of AMLA-aligned controls, policies, processes, and technology platforms.
• Conduct current-state assessments and gap analyses against AMLA requirements.
• Define implementation roadmaps, priorities, and regulatory remediation plans.
• Support policy, procedure, and control enhancements aligned with AMLA.

Financial Crime Technical Business Analyst – AMLA Implementation

• Drive quality consistency and operational integrity: Review customer interactions to assess compliance, risk, and quality standards, applying strong judgment in ambiguous or edge-case scenarios. Lead and contribute to calibration efforts that strengthen fairness, alignment, and consistency across quality evaluations.
• Deliver behavior-based quality insights: Provide thoughtful, actionable feedback on customer interactions, identifying strengths, opportunities, and recurring behaviors that support coaching, skill development, and performance improvement.
• Investigate patterns and uncover meaningful signals at scale: Leverage AI-assisted tools, QA data, and qualitative analysis to identify recurring behaviors, risks, and opportunity areas across large volumes of customer interactions, surfacing trends that would be difficult to identify through manual review alone.
• Connect insights to root causes and operational improvements: Distinguish between agent behavior, process gaps, and product or tooling issues to identify root causes and translate findings into actionable recommendations for quality processes, workflows, and customer experience improvements.
• Translate insights into coaching and cross-functional action: Synthesize patterns and signals into clear, actionable guidance for Leadership, Enablement, and cross-functional partners, helping drive follow-through and measurable improvements across support operations.
• Contribute to the evolution of the Quality model: Support experimentation, iterative improvement, and new approaches to understanding customer interactions at scale as Mercury continues evolving toward a more insights-driven, AI-assisted Quality function.

Senior Customer Support Quality Analyst

• Own customer and partner issues end-to-end - from first contact through to resolution
• Investigate data mismatches, integration failures, and edge cases
• Implement safe, well-scoped fixes where appropriate
• Serve as the primary triage layer
• Be the first technical point of contact for customer support and success
• Maintain a structured voice-of-customer tracker
• Distinguish between issues that need an immediate fix vs. a systemic product-level solution
• Contribute to internal documentation and runbooks
• Participate in post-incident reviews

Technical Support Engineer

• Diagnose and resolve issues by designing, planning, and implementing fixes in a timely, appropriate manner.
• Own each system issue through to resolution against the agreed timeline.
• Own internal support as the technical support engineer for incoming enquiries from across our user base.
• Partner with internal teams to troubleshoot recurring issues and understand end-user pain points.
• Advise all audiences, providing expert solutions to non-technical and tech-savvy users alike, keeping communication clear and efficient.
• Be the link between day-to-day issues and long-term fixes: escalate and partner with Product and Engineering on systemic needs.
• Document thoroughly. Maintain detailed Jira records of issues reported, defects identified, and the steps taken to resolve them, using AI as your collaborator.
• Keep the ticketing system current and adhere to internal processes for customer service, productivity, and quality standards.
• Stay tool-proficient across the platforms that support the role, including Datadog, Sentry, Claude and AI tooling, and Jira.

• Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities
• Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams
• Ensure timely and high-quality communication to customers throughout the lifecycle of an issue
• Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion)
• Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures
• Analyze logs, metrics, and system behavior to identify root causes and recommend solutions
• Develop and maintain deep expertise in Sumo Logic’s platform and integrations
• Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort
• Partner with Customer Success and Professional Services to support customer health and retention
• Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model
• Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence
• Contribute to knowledge base articles, runbooks, and automation to scale support delivery
• Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness
• Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions
• 24/7 on call rotation

Senior Technical Support Engineer

• Conduct in-depth evaluations of Premium Support interactions in English and/or German to ensure strict adherence to premium-tier service standards.
• Refine and enhance quality scorecard frameworks based on emerging trends and insights.
• Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts.
• Ensure that all Premium Support interactions align with Premium Support Principles, exceed expectations of high-net-worth clients, and reflect luxury concierge service standards.
• Provide data-driven insights and quality analytics to Premium Support Leadership to help optimize performance.

Quality Analyst, Premium Support – German/English

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Product Support Engineer – EMEA, Weekend Warrior

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
• Ability to triage support requests in an effective manner to ensure request prioritization is maintained
• Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup
• Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests
• Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally
• Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions
• Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning
• Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Senior Technical Support Specialist

• Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.
• Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.
• Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.
• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments.
• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.
• Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are clearly documented well-scoped, and aligned with customer impact.
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems.
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues.

Customer Support Engineer

• The **Technical Support Specialist** is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player.
• The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution.
• Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.

Support Engineer jobs in Ireland

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Financial Crime Technical Business Analyst – AMLA Implementation

Senior Customer Support Quality Analyst

Technical Support Engineer

Technical Support Engineer

Senior Technical Support Engineer

Quality Analyst, Premium Support – German/English

Product Support Engineer – EMEA, Weekend Warrior

Senior Technical Support Specialist

Customer Support Engineer

Technical Support Specialist, French Speaking