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 (Tunis – Hybrid).
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.
This position focuses on triaging and resolving technical product-related issues, interacting with customers via ticketing tools, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and onprem environments.
Key Responsibilities Technical Product Support:- Serve as a technical contact for clients, diagnosing and addressing software issues, configuration questions, and functional inquiries for SaaS and on-prem clients.
- Triage incoming tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context/ documentation.
- Analyze logs, system behavior, product usage using observability tools (Datadog, Prometheus, or similar).
- Collaborate across departments to drive timely resolution of client-reported incidents.
- Monitor and manage support queues, ensuring SLA compliance.
- 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.
Global Incident Handling:- Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
- Ensure seamless handover and coordination with North America and APAC teams as part of a Follow the Sun support model.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
- (Senior level) Deliver technical training sessions and act as a Subject Matter Expert (SME).
Additional Scope:- Contribute to improvement of troubleshooting documentation, support playbooks, and processes.
- Collaborate on enhancements to monitoring, alerting, and response workflows across our support.
- No relevant in our case since they new colleague should learn the application first and then this should be discussed
Why we should decide on you
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred, but experience may substitute).
- 2–4+ years of experience in technical product support or client-facing operations in a SaaS/ cloud-based and on-prem environment.
- Experience with Kubernetes-based support. Database basics (PostgreSQL, Oracle, MSSQL).
- Familiarity with Java; exposure to front-end technologies is a plus.
- Familiarity with system architecture, networking protocols, and cloud platforms (AWS/GCP).
- Strong 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.
- Structured and analytical, with strong troubleshooting instincts and attention to detail.
- Client-focused and collaborative, with communication and problem-solving skills.
- Proactive in improving processes, documentation, and operational efficiency.
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 CS_2025_30
Qui sommes-nous ?
Regnology est un chef de file technologique qui s’est fixé pour mission d'apporter la sécurité et la stabilité aux marchés financiers. Avec un focus exclusif sur le reporting réglementaire et plus de 34 000 institutions financières, 60 régulateurs, organisations internationales et autorités fiscales qui s'appuient sur nos solutions, nous nous positionnons de manière unique pour apporter une meilleure qualité de données, une plus grande efficience et de réduction des coûts pour tous les acteurs du marché. Avec plus 850 employés répartis dans 15 pays et un modèle unifié d'acquisition de données, nos clients peuvent rapidement extraire de la valeur de nos solutions et rester aisément en conformité avec les évolutions réglementaires.
Regnology a été créé en 2021 lorsque BearingPoint RegTech, une ancienne unité commerciale de BearingPoint Group, a uni ses forces à celles de Vizor Software, un leader mondial des technologies de réglementation et de supervision.
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