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.
In this role, you will take ownership of investigating, tracking, and resolving Tier 1 (L1) and Tier 2 (L2) support issues for our international customers. Acting as the primary point of contact, this role requires a deep understanding of our support systems and underlying business concepts to ensure technical resolution and customer satisfaction.
Key Responsibilities:Technical Support & Troubleshooting
- Serve as the primary point of contact for L1/L2 customer production support, efficiently handling fundamental and straightforward technical problems.
- Triage incoming tickets, resolve known issues or provide workarounds utilizing existing documentation, and guide customers through these materials.
- Perform log analysis, debugging, and performance monitoring to identify root causes.
- Determine and reproduce customer issues by analyzing symptoms and requesting necessary diagnostic information.
- Escalate complex or unresolved cases to L3/Tier 3 Support in accordance with standard operating procedures.
Customer Support Operations
- Monitor and manage support queues, ensuring SLA compliance. Ensure accurate logging, tracking, and timely closure of all support tickets
- Act as a trusted technical contact, delivering timely and effective resolutions to clients.
- Collaborate with cross-functional teams to enhance monitoring, alerting, and incident response processes across the support environment.
- 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.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
Why we should decide on you
Qualifications
- Bachelor’s degree (or higher) in Computer Science, Information Technology, or a related technology field.
- 3 to 5 years of proven experience in an application support role (Techno-Functional).
- Hands-on experience with relational databases, specifically using basic Oracle and SQL Server functionalities.
- Strong English communication skills (written and oral), with the ability to articulate technical concepts clearly to diverse audiences.
- Comfortable working independently in a remote-first setup, with working hours aligned to APAC time zones.
- Willingness to participate in a 24x7 rotating on-call schedule, providing after-hours, weekend, and holiday coverage.
- Note: We don’t expect you to know every tool listed—what matters most is your ability to learn quickly and troubleshoot effectively.
Technical Skills
- Databases: RDBMS, Oracle, SQL Server, PL/SQL, Stored Procedures.
- Web Technologies: J2EE, Java, Web Servers (WebSphere, WebLogic, JBoss, Tomcat, IIS, etc.).
- Operating Systems & Tools: Windows OS, MS Excel, MS PowerPoint.
- Domain & Frameworks: ITIL Foundation; exposure to the Banking and Finance industry is highly preferred.
Why you should decide on us
- Let’s grow together, join a market-leading SaaS company – our agile character and culture of innovation enable 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.
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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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