What you'll do
We are seeking a proactive and reliable First Level Product & Technical Support Specialist to join our global support team in Tunis.
In this role, you will provide initial triage and resolution for client inquiries related to our regulatory reporting software, supporting North American clients during their business hours.
This role requires a combination of functional knowledge and technical troubleshooting skills, supporting both the business use of our solutions and the underlying application behavior.
You will work closely with internal teams across time zones to escalate and follow through on more complex cases.
A mindset comfortable working with both business and IT stakeholders is essential.
Key Responsibilities Client-Facing Product & Technical Support
- Provide first-level support for our regulatory reporting products by resolving client inquiries related to business rules, configurations, and report outputs.
- Troubleshoot issues involving data discrepancies, reporting logic, and system behavior, using internal tools, configuration review, and log analysis.
- Collaborate with internal technical and product teams to escalate more complex functional or technical issues as needed.
- Guide clients through issue resolution while ensuring clear, structured communication and high service quality.
- Act as the first point of contact for incoming support requests via the ticketing system.
Issue Triage & Collaboration
- Collect relevant background and technical context to enable efficient problem solving.
- Escalate issues with sufficient detail to second-level support or specialist teams.
- Track escalations and follow up to ensure timely resolution and client communication.
- Identify recurring issues or patterns and communicate them to product and support leads.
Process & Knowledge Sharing
- Contribute to internal knowledge base and support documentation.
- Share insights and suggestions to improve support workflows and tools.
- Participate in shift handovers and maintain clear communication with global support peers.
Why we should decide on you
- 1–2 years of experience in software support, client service, or a helpdesk role (ideally in SaaS or financial/regulatory software).
- Understanding of financial or regulatory reporting workflows is a strong asset.
- Familiarity with basic technical troubleshooting (e.g. reviewing logs, user access, configurations).
- Exposure to tools such as ticketing systems (Zendesk, Jira), monitoring/logging platforms, or databases (e.g. Oracle, SQL Server).
- Familiarity with Java-based applications and cloud frameworks (e.g. AWS, Kubernetes) is a strong plus.
- Strong verbal and written communication skills in English.
- Ability to work independently during shift hours and collaborate across remote teams.
- Willingness to work a shift schedule aligned to North America (evening/night hours in Tunis).
Key Attributes
- Interest in supporting both business and IT stakeholders, with an appreciation for regulatory domain challenges.
- Strong customer service mindset with a professional and patient approach.
- Structured problem-solving skills and a keen attention to detail.
- Eager to learn new systems, processes, and regulatory concepts.
- Reliable team player who thrives in a distributed, fast-paced environment.
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.netRole ID- CS_2025_22
About us
Regnology is a leading international provider of innovative regulatory, risk, and supervisory technology solutions (RegTech, RiskTech, and SupTech), of AEOI and tax reporting products, as well as of services along the Regulatory Value Chain for financial services. Regnology has been a partner for banks and regulators for 25 years. Until the end of 2020, the company was part of BearingPoint group and operated under the name BearingPoint RegTech. Since the sale of the RegTech business to private equity firm Nordic Capital, the company has been independent. In June 2021, the company joined forces with Vizor Software and recently changed its name to Regnology. In total, Regnology serves more than 7,000 financial services firms with reporting solutions. At the same time, the company enables more than 50 regulators and tax authorities on five continents to collect data from 34,000 firms in 60 countries. Regnology has a total workforce of over 770 employees at 17 office locations in 12 countries.
Any questions? Feel free to get in touch:
recruiting@regnology.net
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