Technical Product Support Specialist India
Technical Product Support Specialist India
Posted on :
04-10-2025
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1 Vacancy
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Job Description
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 (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:
Global Incident Handling:
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.
- 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
- Bachelors degree in Computer Science Information Technology or related field (preferred but experience may substitute).
- 23 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 dont expect you to know every tool listed what matters is your ability to learn quickly and troubleshoot effectively
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.
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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Want to know more about Regnology Find our news and business events on LinkedIn: to know more about life and people at Regnology Check out our Instagram page: Experience:
IC
Employment Type
Full-Time
Key Skills
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