Technical Product Support Specialist (Fintech)

TL;DR

Technical Product Support Specialist (Fintech): Investigating, tracking, and resolving Tier 1 and Tier 2 support issues for international customers with an accent on technical troubleshooting, log analysis, and root cause identification. Focus on triaging tickets, reproducing issues, providing workarounds, escalating complex cases, and ensuring SLA compliance.

Location: Remote-first setup with working hours aligned to APAC time zones. Willingness to participate in 24x7 rotating on-call schedule, including after-hours, weekends, and holidays.

Company

Leading international provider of RegTech, RiskTech, SupTech solutions, and regulatory reporting products for financial services, serving 7,000+ firms and 50+ regulators across five continents.

What you will do

• Serve as primary point of contact for L1/L2 customer support, handling tickets, resolving issues, and guiding customers via documentation.
• Perform log analysis, debugging, performance monitoring, and reproduce issues to identify root causes.
• Escalate complex cases to L3 support following procedures and manage queues for SLA compliance.
• Collaborate with teams to improve monitoring, alerting, incident response, and provide feedback for product enhancements.
• Participate in rotating on-call for urgent incidents and high-priority platform-wide events.
• (Senior level) Contribute to knowledge bases, develop training materials, and mentor juniors.

Requirements

• Bachelor’s degree in Computer Science, IT, or related field.
• 3-5 years in techno-functional application support role.
• Hands-on with relational databases (Oracle, SQL Server), basic functionalities, PL/SQL, stored procedures.
• Strong English communication skills (written/oral).
• Comfortable in remote-first setup with APAC time zone alignment and 24x7 on-call.
• Technical skills: J2EE, Java, web servers (WebSphere, WebLogic, JBoss, Tomcat, IIS), Windows OS, MS Excel/PowerPoint, ITIL Foundation.
• Exposure to banking/finance industry highly preferred.

Culture & Benefits

• Agile culture of innovation in market-leading SaaS company.
• Responsibility in international projects, buddy-program, extensive training opportunities.
• Internal mobility for cross-functional experience and knowledge sharing.
• Positive atmosphere with supportive teams across locations/countries, transparent communication.
• Numerous team events.