Technical Customer Support Specialist

Regnology; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Regnology is seeking a Technical Product Support Specialist to join our global support team. The role covers L1/L2 production support, issue triage, log analysis, and collaboration with cross-functional teams to drive resolutions for international customers.

We value structured, analytical thinking and the ability to communicate technical concepts clearly in English. The position is remote-first with on-call responsibilities and opportunities to mentor junior colleagues.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 5+ years of proven experience in an application support role (Techno-Functional).
• Hands-on experience with relational databases, Oracle and SQL Server.
• Strong English communication skills (written and oral).
• Remote-first setup with hours aligned to APAC time zones.
• Willingness to participate in a 24x7 rotating on-call schedule.
• Willingness to learn quickly and troubleshoot effectively.

Responsibilities

• Serve as the primary point of contact for L1/L2 customer production support.
• Triage tickets, resolve known issues or provide workarounds from documentation.
• Perform log analysis, debugging, and performance monitoring to identify root causes.
• Escalate complex cases to L3/Tier 3 Support per SOPs.
• Monitor support queues and ensure SLA compliance; log and close tickets.

Skills

English communication

Remote work

On-call rotation

Troubleshooting

Education

Bachelor's degree in Computer Science/IT

Tools

Oracle

SQL Server

PL/SQL

Stored Procedures

WebSphere/WebLogic/Tomcat

Windows OS

Job description

At Regnology our greatest asset is our people. We value diversity and foster an inclusive environment that supports learning, safety, and growth. By investing in our team, listening to customers, and encouraging creativity, we drive continuous innovation and improvement.
We offer a flexible, innovative environment where your ideas matter and your career can thrive.
Regnology is a global leader in regulatory reporting, helping financial institutions, regulators, and tax authorities improve data quality, efficiency, and cost savings. Our mission: to safeguard financial markets through smarter, future-ready solutions.

What you’ll do

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.

Key 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.

Why we should decide on you

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.

Why you should decide on us

• Market Leadership: Join a global leader where our agile culture and innovative spirit allow you to shape the future of financial stability.
• International Scope: Take ownership of high-profile international projects and benefit from our global internal mobility initiatives.
• Growth & Mentorship: Access a wide range of our technical and functional training opportunities.
• Culture of Inclusion: We foster a supportive, transparent atmosphere with frequent team events and a commitment to diversity.

Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.