Technical Product Support Specialist - India

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 (Pune – Hybrid; Remote in India possible). In this role, you will primarily support clients in APAC, while contributing to 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model. As one of the first hires in your region, you will play a pivotal role in establishing and scaling our technical support operations. This position focuses on triaging and resolving product-related issues, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and onprem environments.

Key Responsibilities:

Technical Product Support:

• Serve as a first-line technical contact, addressing software issues, configuration questions, and functional inquiries for SaaS and on-prem clients.
• Triage incoming technical tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context.
• Analyze logs, system behavior, and product usage using observability tools (e.g., Datadog, Kibana, Prometheus, or similar).
• Collaborate across departments to drive timely resolution of client-reported incidents and support requests

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 EMEA teams as part of the Follow the Sun support model.
• Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.

Additional Scope:

• Contribute to the improvement of troubleshooting documentation, support playbooks, and operational processes.
• Collaborate on enhancements to monitoring, alerting, and response workflows across our support environment

Why we should decide on you

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred, but experience may substitute).
• 2–3 years of experience in technical product support or client-facing operations in a SaaS or cloud-based environment.
• Experience with log analysis, issue triage, and observability platforms (Datadog, Kibana, Prometheus, GCP Monitoring, or similar).
• Familiarity with SQL for investigation and diagnostics; basic cloud knowledge (GCP, AWS, or similar) is a plus.
• Strong communication skills in English, with the ability to explain technical topics clearly.
• Comfortable working independently in a remote-first setup, aligned to APAC time zones.
• Willingness to join a rotating on-call schedule, including after-hours or weekend coverage.
•  Location: Pune, India (hybrid preferred). Remote within India may be considered in exceptional cases.
• Note: We don’t expect you to know every tool listed — what matters is your ability to learn quickly and troubleshoot effectively

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.

Role ID: CS_2025_43

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.