Technical Product Support Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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. 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.
In this role you will provide technical support across Java-based applications cloud infrastructure networking and databases. You will triage and resolve client issues collaborate with internal teams and ensure seamless service delivery across our SaaS and on-prem environments. At senior levels you will act as a Subject Matter Expert (SME) drive root cause analysis and help scale our support function through mentorship and knowledge sharing.
Key Responsibilities
Technical Support & Troubleshooting
In this role you will provide technical support across Java-based applications cloud infrastructure networking and databases. You will triage and resolve client issues collaborate with internal teams and ensure seamless service delivery across our SaaS and on-prem environments. At senior levels you will act as a Subject Matter Expert (SME) drive root cause analysis and help scale our support function through mentorship and knowledge sharing.
Key Responsibilities
Technical Support & Troubleshooting
- Serveasatechnicalcontactforclientsdiagnosingandresolvingissuesacrossapplicationsinfrastructure anddatabases.
- Triageincomingticketsresolveknownissues andescalatecomplexcasestoengineeringorproductteamswithcleardocumentation.
- Perform loganalysisdebugging andperformancemonitoringtoidentifyrootcauses.
- (Seniorlevel)Leadtheresolutionofescalatedincidentsprovideguidancetojuniorengineers andimplementlong-term fixes.
- Monitor and manage supportqueuesensuringSLAcompliance(via Jiradashboard).
- Actasatrustedtechnicalcontactdeliveringtimelyandeffectiveresolutionstoclients.
- Providestructuredfeedbackonrecurringissuestodriveproductandprocessimprovements.
- (Seniorlevel)Contributetoknowledgebasesdeveloptrainingmaterials andmentorjuniorcolleagues.
- Participatein arotatingon-callscheduleincludingafter-hoursorweekendsforurgent supportneeds.
- EnsureseamlesshandoverandcoordinationwithNorthAmericaandAPACteamsaspartoftheFollowtheSun (FTS) supportmodel.
- Supportresponseeffortsforhigh-priorityorplatform-wideincidentsmaintainingclearinternalcommunicationanddocumentation.
- Contributetothedevelopmentoftroubleshootingplaybooksand internaldocumentation.
- Collaborateonimprovementstomonitoringalerting and operationalworkflows.
- (Seniorlevel)DelivertechnicaltrainingsessionsandactasaSubjectMatter Expert (SME).
Why we should decide on you
Qualifications
Key Attributes
- Bachelorsdegreein Computer Science Information Technologyorrelatedfieldorequivalentexperience.
- 25yearsofexperienceintechnicalsupport (juniortoseniorlevels).
- KnowledgeofJava andrelatedframeworks(Spring Boot JSF);exposuretofront-endtechnologiessuchasAngularisa plus.
- Familiaritywithsystemarchitecturenetworkingprotocols(TCP/IP DNS HTTP) andcloudplatforms(AWS/GCP).
- ExperiencewithKubernetes-basedsupport and Google Cloudtroubleshootingisa plus.
- Databaseknowledge(PostgreSQL Oracle MSSQL);performancetuningexperiencehighlyvalued.
- Strongwrittenand verbalcommunicationskillsin Englishwiththeabilitytoexplaintechnicaltopicsclearly.
- Experienceworkingin a global multi-time-zoneenvironment.
- Willingnesstojoinarotatingon-callschedule.
- (Seniorlevel)Provenexpertiseincomplextroubleshooting rootcauseanalysis andtechnicalmentorship.
Key Attributes
- Highlystructuredandanalyticalwithstrongtroubleshootinginstinctsandattentiontodetail.
- Calm anddependablein high-pressureortime-sensitivesituations.
- Client-focusedandcollaborativewithstrongcommunicationand problem-solvingskills.
- Proactiveinimprovingprocessesdocumentation and operationalefficiency.
- (Seniorlevel)Ability to mentor peers lead complex issue resolution and advocate for customer needs.
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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Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
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 ... View more
