01Overview
Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Computer Engineering
Application & Production Support (SQL & Java,Linux)
We are looking for a Technical and Product Support specialist to support global financial institutions using our platform. This role is central to delivering an exceptional client experience by providing timely, accurate, and well-coordinated support across both technical and product-related queries. You will act as a key point of contact for client issues, ensuring all requests are effectively triaged, validated, and progressed in line with service level agreements, while maintaining transparent and consistent communication throughout.
In addition to managing incoming queries, you will support our clients with more complex technical issues, taking ownership of investigations and working closely with them to understand and resolve challenges. This includes analysing logs, data feeds, APIs, and client configurations to identify root causes and provide transparent, effective solutions. Partnering with engineering, product, and subject matter experts, you will act as an advocate for the client, helping to minimise disruption, improve response times, and ensure they get the most value from the platform.
What youll be doing:
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
May be involved in customer training. Provides support to customer/users where the issue is highly technical or sophisticated in nature.
Review support transition checklists received from implementation.
Work on small CX projects independently or have ownership of project execution when multiple staff members are working on the project.
Liaise with technical support teams to address critical technical support it .
