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.
