Customer Support Specialist

About the role

As a Customer Support Specialist at Nextbank Software, you will provide L1/L2 application support to clients and work with highly passionate, ambitious, and talented teams in the Philippines and Poland. You will be exposed to the latest trends and technologies used in banking and finance, including micro-services, machine learning, AI, and cloud computing.

Key responsibilities

• Provide L1/L2 application support to clients
• Monitor and manage support tickets according to SLA
• Investigate and troubleshoot application issues
• Coordinate with Development, DevOps, PMO, and other teams for escalations
• Perform initial analysis of logs, database records, and system behavior
• Provide timely client updates and manage expectations
• Document incidents, resolutions, workarounds, and RCA requirements
• Monitor recurring issues and identify opportunities for improvement
• Participate in production deployments, maintenance, and post-deployment monitoring when required
• Ensure proper handover and documentation of unresolved issues

About you

• 2–4 years of experience in IT/Application Support, Technical Support, or similar role
• Experience in troubleshooting application/system issues
• Basic SQL knowledge for data validation and investigation
• Understanding of APIs, databases, logs, and system integrations
• Experience in incident, ticket, and escalation management
• Ability to analyze issues and coordinate with Development/DevOps teams
• Strong analytical and problem-solving skills
• Good communication and client-handling skills
• Customer-focused and empathetic
• Can work under pressure and manage multiple priorities

About us

Nextbank is an international company with offices in Krakow, Poland, and Taguig, Philippines. The company key product is a modern Cloud Core-Banking system, which, together with several other systems including Mobile & Internet Banking, Loan Origination, Credit Scoring, forms a unique 'bank-in-a-box' solution that was used to build DiskarTech - the first Philippine digital-only bank, which acquired 1 million customers in just 38 days from its market launch. The team behind the company has vast experience in developing and implementing banking solutions locally and abroad. With only four years of operation, we have proven a product-market fit, implemented our products in 20+ banks, and attracted great investors, including the 6th largest IT company in Europe. Our technical skills let us become a technology partner of Amazon Web Services.

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Work from home

Application Question(s):

• How soon can you start?
• How much is your asking salary?
• What is your experience in troubleshooting applications?

Experience:

• Application Support: 2 years (Required)

Work Location: Remote