Application Support Engineer

Kentish Town, London, United Kingdom

Full Time

CAS

Mid Level

Full-time | Hybrid (1-2 days/week in-office) | Based in Kentish Town, North London

We have an exciting new opportunity to join our Application Support Team as an Application Support Engineer.

Based in North London, Smartodds provides in-depth research and analysis on sporting events around the world, supported by world-class, bespoke software platforms. We are proud of our collaborative and dynamic culture, grounded in our core values of Boldness, Open-mindedness, Ownership, and Togetherness. We are a small and collaborative team—our environment is open, inclusive, and focused on doing great work together.

About the role
As an Application Support Engineer, you will serve as a knowledgeable and reliable point of contact for our clients, delivering exceptional customer service and advanced technical support for our bespoke software applications. Your experience will enable you to manage challenging queries efficiently, guide users through advanced software features, and help ensure every client enjoys a smooth and positive experience.

You will not only resolve complex problems but also make valuable suggestions, collaborate with engineers at all levels, and drive continuous improvements that keep our products at the cutting edge. You will be a resource to others, sharing effective practices and supporting less-experienced colleagues.

Working alongside a supportive team of experienced colleagues, you will benefit from comprehensive training, hands-on learning, and ongoing mentoring to enhance both your technical expertise and your client-facing skills.

Please note: This role requires covering shifts between 8am and 8pm, Monday to Sunday, including bank holidays.

Key Responsibilities

Rapidly gain and maintain deep expertise in our bespoke software applications
Provide general day-to-day support to junior engineers where needed
Produce advanced guides and documentation for both internal and client use
Collaborate with fellow Support Engineers and development teams, sharing knowledge and leading process improvement initiatives
Act as a key liaison with clients to understand requirements, provide expert guidance, and ensure high satisfaction levels
Log and document incidents, lead troubleshooting efforts, and produce clear and comprehensive support documentation
Investigate and resolve complex incidents and technical issues, ensuring timely and permanent resolutions
Monitor and maintain application health, proactively responding to system alerts and client queries

Skills & Experience
Required

2+ years of relevant experience in technical support, software applications, or customer service
Strong enthusiasm for technology and continuing professional development
Demonstrable experience delivering technical support for bespoke software platforms
Excellent verbal and written communication; able to manage complex customer interactions effectively
Proven success in troubleshooting issues with a systematic and analytical approach
Able to work confidently both independently and as part of a collaborative team
Solid understanding of Windows systems, with experience supporting bespoke software environments
Working proficiency in SQL, scripting, and monitoring tools
Familiarity with API tools such as Swagger, enabling effective understanding and troubleshooting of API integrations within bespoke software

Preferred

Degree in Computer Science, Information Technology, or demonstrably equivalent professional experience and certifications
Prior experience or understanding of the sports analytics, betting, or fintech sectors, with a genuine interest in how technology powers data-driven decision making

What you can expect in return – Our Benefits

From Day One

30 days holiday (in addition to bank & public holidays)
In-house chef*
In-house masseuse*
Team sporting events
25% discount on Brentford Football Club merchandise
Cycle to work scheme
Employee Assistance Programme
Interest-free travel season ticket loan
Offsite trips

*Available on selected days

After 3 Months

Pension - Employer Contribution starting at 5.5%, and employee starting at 2.5%
Income protection – 75% of salary (subject to terms & conditions)

After Probation

Private Medical Insurance - including coverage of any excess payment
Health Cash Plan via Medicash
Life Assurance (4 x times earnings at time of death)
Enhanced Company Sick Pay
A discretionary annual bonus

After 2 Years

Increase in Employer Pension to 6% (to a minimum employee contribution of 3%)
Enhanced Maternity Pay
Enhanced Paternity Pay

After 4 Years

Increase in Employer’s Pension to 7% (to a minimum employee contribution of 3.5%)

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Do you have the right to work in the UK? **

This is a hybrid role with office attendance required on average one to two times a week, with some flexibility to attend more often during major tournaments. We are based in North London (Kentish Town), please confirm you'll be able to attend the office when required.*

Please confirm your salary expectations below:*

This is a rota-based role, covering hours between 8 am and 8 pm from Monday to Sunday, including bank holiday coverage. This schedule includes working one full weekend, two single weekend days, and having one weekend off during each four-week period. Please confirm that this works for you:*

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Application Support Engineer

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