EDM Product Support Analyst

Gresham; Singapore; Hybrid; SGD 42,000 - 64,000; Full time

Job summary

Gresham seeks a Japanese-speaking Support Analyst in APAC to provide advanced technical support for the EDM application, troubleshoot complex issues, and collaborate with global teams. You will handle client inquiries, document issues, and contribute to product documentation from Singapore or nearby APAC hubs.

The role requires 1–2 years in enterprise software support, fluency in Japanese and English, and a foundation in SQL and data analysis. Travel to Tokyo may be required.

Qualifications

• Native Japanese speaking with fluency in written and spoken Japanese.
• Strong English communication with global teams.
• 1–2 years of experience providing technical support for enterprise software.
• Proficiency in SQL, scripting languages, and data analysis tools.
• Knowledge of data management concepts, including data warehousing and ETL is advantageous.

Responsibilities

• Become an expert in all facets of supported financial products.
• Provide advanced technical support to clients using the EDM application.
• Deliver outstanding client services with timely resolutions across all aspects of application support.
• Troubleshoot client issues to resolution and document issues, delivering effective solutions.
• Monitor all incoming support channels to address client inquiries quickly and efficiently.
• Document client questions or issues in the internal CRM system.
• Collaborate with senior managers and cross-region teams.
• Contribute to development and maintenance of product documentation and knowledge base articles.

Skills

Japanese

English communication

SQL

Scripting languages

Data analysis

Problem solving

Customer-centric

Fast learner

Education

Bachelor's degree in computer science / information technology or related field

Tools

SQL tools

Job description

Gresham is a global financial services technology company specialising in enterprise data automation. We help financial institutions ensure that their operational, regulatory and management data is complete, accurate, timely and fully auditable — particularly within complex environments where data is distributed across multiple systems.

Our solutions automate data controls, reconciliations, workflows and exception management, enabling clients to reduce operational risk, strengthen data governance and enhance confidence in reporting across highly regulated environments. Serving both buy-side and sell-side organisations worldwide, Gresham partners with clients to deliver trusted, transparent and resilient data operations.

We are open to candidates based out of Australia & Singapore who can travel to the Tokyo office, when required.

EDM is a part of Gresham and provides Enterprise Data Management Solutions for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. With offices in EMEA, North America, APAC and India. EDM has a global reach and increasingly clients require work to be carried out remotely from their main office.

The Impact

The Support Role in APAC for our Solutions business offers several impactful opportunities for individuals starting their careers in the company. Here are some key impacts of this role:

• Building a global network: As part of the Support Role, individuals become part of a global community. They have the opportunity to connect with mentors, peers, and teams from around the world. This network enables them to access a wealth of knowledge and support, fostering personal and professional growth.
• Knowledge sharing and collaboration: In the Support Role, individuals are encouraged to share their knowledge and collaborate with colleagues. This collaborative environment allows for continuous learning and the exchange of ideas, contributing to individual and team development.
• Skill development: The Support Role in APAC offers valuable opportunities for skill development. Individuals learn how to effectively troubleshoot technical issues, provide support to clients, and communicate complex information in a clear and concise manner. These skills are transferable and can be beneficial for future career advancement.

Job Responsibilities

• Become an expert in all facets of supported financial products
• You will be responsible to provide advanced technical support to clients using the EDM application
• Provide outstanding client services by presenting timely and positive resolutions to clients across all aspects of application support
• Effectively and efficiently troubleshoot client issues to resolution and upscale as needed, work with internal groups to document issues, and deliver effective solutions
• Monitor all incoming support channels to address client inquiries quickly and efficiently, and manage multiple requests simultaneously
• Maintain multiple client-reported questions or issues, and document written and verbal communication in our internal CRM system
• Work directly with senior managers on a regular basis and collaborate with colleagues across business lines and regions
• You will contribute to the development and maintenance of product documentation, including user guides, troubleshooting guides, and knowledge base articles.

Job Requirements

The ideal candidate is inquisitive and quick learner of new technologies and financial products, while effectively communicating and engaging clients. They are detail-oriented, enjoy finding solutions for complex issues, and have the ability to provide step-by-step solutions.

• Native Japanese Speaking, fluent in Japanese speaking and writing
• Good communication skills in English, to be able to communicate with Global Teams
• Bachelor's degree in computer science, information technology, or a related field is typically required
• 1-2 years of experience in providing technical support for enterprise software applications, experience in the financial services industry or working with investment management systems is preferred
• Proven experience in troubleshooting complex issues and providing effective solutions is essential
• Proficiency in SQL, scripting languages, and data analysis tools is often required
• Knowledge of data management concepts, including data warehousing and ETL processes, is advantageous
• Strong problem-solving skills, including the ability to analyze complex issues, identify root causes, and develop innovative solutions.
• The capacity to work under pressure, prioritize tasks, and meet tight deadlines is important for handling multiple support requests simultaneously
• A customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction

At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.

We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.