Technical Product Support Specialist

What you'll do

We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist. This role is open at multiple levels - from early-career engineers eager to develop their skills, to experienced professionals ready to take ownership of escalations and mentor others. 
In this role, you will provide technical support across Java-based applications, cloud infrastructure, networking, and databases. You will triage and resolve client issues, collaborate with internal teams, and ensure seamless service delivery across our SaaS and on-prem environments. At senior levels, you will act as a Subject Matter Expert (SME), drive root cause analysis, and help scale our support function through mentorship and knowledge sharing. 
 
Key Responsibilities 

Technical Support & Troubleshooting 

• Serve as a technical contact for clients, diagnosing and resolving issues across applications, infrastructure, and databases.
• Triage incoming tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear documentation.
• Perform log analysis, debugging, and performance monitoring to identify root causes.
• (Senior level) Lead the resolution of escalated incidents, provide guidance to junior engineers, and implement long-term fixes.

Customer Support Operations 

• Monitor and manage support queues, ensuring SLA compliance (via Jira dashboard).
• Act as a trusted technical contact, delivering timely and effective resolutions to clients.
• Provide structured feedback on recurring issues to drive product and process improvements.
• (Senior level) Contribute to knowledge bases, develop training materials, and mentor junior colleagues.

Global Incident Handling 

• Participate in a rotating on-call schedule, including after-hours or weekends, for urgent support needs.
• Ensure seamless handover and coordination with North America and APAC teams as part of the Follow the Sun (FTS) support model.
• Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.

Additional Scope 

• Contribute to the development of troubleshooting playbooks and internal documentation.
• Collaborate on improvements to monitoring, alerting, and operational workflows.
• (Senior level) Deliver technical training sessions and act as a Subject Matter Expert (SME).

Why we should decide on you

Qualifications 

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 2–5+ years of experience in technical support (junior to senior levels).
• Knowledge of Java and related frameworks (Spring Boot, JSF); exposure to front-end technologies such as Angular is a plus.
• Familiarity with system architecture, networking protocols (TCP/IP, DNS, HTTP), and cloud platforms (AWS/GCP).
• Experience with Kubernetes-based support and Google Cloud troubleshooting is a plus.
• Database knowledge (PostgreSQL, Oracle, MSSQL); performance tuning experience highly valued.
• Strong written and verbal communication skills in English, with the ability to explain technical topics clearly.
• Experience working in a global, multi-time-zone environment.
• Willingness to join a rotating on-call schedule.
• (Senior level) Proven expertise in complex troubleshooting, root cause analysis, and technical mentorship.

 
Key Attributes 

• Highly structured and analytical, with strong troubleshooting instincts and attention to detail.
• Calm and dependable in high-pressure or time-sensitive situations.
• Client-focused and collaborative, with strong communication and problem-solving skills.
• Proactive in improving processes, documentation, and operational efficiency.
• (Senior level) Ability to mentor peers, lead complex issue resolution, and advocate for customer needs.

Why you should decide on us

• Let’s grow together, join a market leading Saas company – our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects. 
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.

To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview! 
Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity. 
Are you interested? Apply now! 
https://www.regnology.net 

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Über uns

Regnology ist ein international führender Anbieter für innovative Lösungen im Bereich Regulatory, Risk und Supervisory Technology (RegTech/RiskTech/SupTech), für AEOI und Steuerreporting sowie für Services für das aufsichtsrechtliche Meldewesen entlang der regulatorischen Wertschöpfungskette. Regnology ist seit 25 Jahren ein Partner für Banken und Regulierungsbehörden. Bis Ende 2020 war das Unternehmen Teil der BearingPoint-Gruppe und firmierte unter dem Namen BearingPoint RegTech. Seit dem Verkauf des RegTech-Geschäfts an das Private-Equity-Unternehmen Nordic Capital ist das Unternehmen unabhängig. Im Juni 2021 hat sich das Unternehmen mit Vizor Software zusammengeschlossen und kürzlich den Namen in Regnology geändert. Insgesamt nutzen mehr als 7.000 Firmen, darunter Banken, Versicherungen und Finanzdienstleister, Reporting-Lösungen von Regnology. Gleichzeitig setzen mehr als 50 Aufsichtsbehörden und Steuerbehörden auf fünf Kontinenten die SupTech-Lösungen des Unternehmens ein, um Daten von 34.000 Firmen in 60 Ländern zu erfassen und zu analysieren. Regnology beschäftigt insgesamt über 770 Mitarbeiter an 17 Standorten in 12 Ländern.

Du hast Fragen? Schreib uns gerne unter:

recruiting@regnology.net