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.
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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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.