Technical Product Support Specialist
شارك هذه الوظيفة
موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت منذ أكثر من 30 يومًا
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
ملخص الوظيفة
What youll 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:
Global Incident Handling:
Additional Scope:
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
- Bachelors degree in Computer Science Information Technology or related field (preferred but experience may substitute).
- 24 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
- Lets 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 were 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!
CS202530
About us
Regnology is a leading technology firm on a mission to bring efficiency and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 35000 financial institutions over 100 regulators international organizations and tax authorities relying on our solutions to process their regulatory reporting data we are uniquely positioned to bring greater data quality automation and cost savings to all market participants. With a global team of over 1200 employees our clients can swiftly implement and derive value from our solutions and stay ahead of regulatory changes. Established in 2021 through the merger of BearingPoint RegTech and Vizor Software Regnology is rapidly growing into a leading global regulatory reporting powerhouse.
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- DHCP
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- الدليل النشط
- VOIP
- VMware
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- Windows
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- Java
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- DNS
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عن الشركة
Regnology is a leading technology firm on a mission to bring safety and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 7,000 financial institutions, 30 regulators and 20 tax authorities as clients, we’re uniquely positioned to bring g ... اعرض المزيد
