Customer Support Specialist

Job Summary

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.

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.

  Qualifications

• Bachelor's degree (or higher) in Computer Science, Information Technology, or a related technology field.

• 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.