Technical Product Support Specialist

As a Technical Product Support Specialist at Regnology, you will play a crucial role in investigating, tracking, and resolving Tier 1 (L1) and Tier 2 (L2) technical support issues for international customers. Your deep understanding of support systems and business concepts will ensure technical resolution and customer satisfaction. Key Responsibilities: - Technical Support & Troubleshooting: - Act as the primary point of contact for L1/L2 customer production support, handling technical problems efficiently. - Triage incoming tickets, resolve known issues, provide workarounds, and guide customers through materials. - Perform log analysis, debugging, and performance monitoring to identify root causes. - Determine and reproduce customer issues by analyzing symptoms and requesting diagnostic information. - Escalate complex cases to L3/Tier 3 Support per standard procedures. - Customer Support Operations: - Monitor and manage support queues, ensuring SLA compliance. - Log, track, and timely close support tickets. - Act as a trusted technical contact, delivering effective resolutions to clients. - Collaborate with cross-functional teams to enhance monitoring and incident response processes. - Provide feedback on recurring issues for product and process improvements. - Contribute to knowledge bases, develop training materials, and mentor junior colleagues (Senior level). - Global Incident Handling: - Participate in a rotating on-call schedule for urgent support needs. - Support response efforts for high-priority incidents, maintaining clear communication. Qualifications: - Bachelor's degree (or higher) in Computer Science, Information Technology, or related field. - 3 to 5 years of experience in an application support role. - Hands-on experience with relational databases like Oracle and SQL Server. - Strong English communication skills, both written and oral. - Ability to work independently in a remote-first setup aligned to APAC time zones. - Willingness to participate in a 24x7 rotating on-call schedule. - 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 preferred. At Regnology, you will have the opportunity to grow with a market-leading SaaS company, participate in international projects, access various training opportunities, and benefit from a positive working atmosphere with a supportive team and transparent communication. Join us as we design the future together. As a Technical Product Support Specialist at Regnology, you will play a crucial role in investigating, tracking, and resolving Tier 1 (L1) and Tier 2 (L2) technical support issues for international customers. Your deep understanding of support systems and business concepts will ensure technical resolution and customer satisfaction. Key Responsibilities: - Technical Support & Troubleshooting: - Act as the primary point of contact for L1/L2 customer production support, handling technical problems efficiently. - Triage incoming tickets, resolve known issues, provide workarounds, and guide customers through materials. - Perform log analysis, debugging, and performance monitoring to identify root causes. - Determine and reproduce customer issues by analyzing symptoms and requesting diagnostic information. - Escalate complex cases to L3/Tier 3 Support per standard procedures. - Customer Support Operations: - Monitor and manage support queues, ensuring SLA compliance. - Log, track, and timely close support tickets. - Act as a trusted technical contact, delivering effective resolutions to clients. - Collaborate with cross-functional teams to enhance monitoring and incident response processes. - Provide feedback on recurring issues for product and process improvements. - Contribute to knowledge bases, develop training materials, and mentor junior colleagues (Senior level). - Global Incident Handling: - Participate in a rotating on-call schedule for urgent support needs. - Support response efforts for high-priority incidents, maintaining clear communication. Qualifications: - Bachelor's degree (or higher) in Computer Science, Information Technology, or related field. - 3 to 5 years of experience in an application support role. - Hands-on experience with relational databases like Oracle and SQL Server. - Strong English communication skills, both written and oral. - Ability to work independently in a remote-first setup aligned to APAC time zones. - Willingness to participate in a 24x7 rotating on-call schedule. - Ability to learn quickly and troubleshoot effectively. Technical Skills: - Databases: RDBMS, Oracle, SQL Server