Senior Support Engineer

Permanent employee, Full-time · Tunis

What you'll do

We are looking for a highly skilled Senior Support Engineer to provide expert-level troubleshooting, incident resolution, and guidance on technical support cases. This role requires deep expertise in Java-based applications, cloud infrastructure, networking, and database performance tuning. The successful candidate will work closely with internal teams and customers to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes.

Key Responsibilities

Advanced Technical Troubleshooting & Problem Resolution

Serve as a subject matter expert for complex technical issues, providing expert-level troubleshooting and resolution.
Conduct in-depth root cause analysis and develop long-term solutions to prevent recurring problems.
Perform debugging and detailed log analysis to diagnose issues across application and infrastructure layers.
Lead the resolution of escalated issues and provide guidance to junior engineers.

Customer Support Operations

Monitor and manage support ticket queues, ensuring adherence to SLAs (Jira Dashboard).
Collaborate with engineering teams to escalate and resolve critical technical issues.

Customer Advocacy & Relationship Management

Act as a trusted technical point of contact, ensuring customers receive timely and effective resolutions.
Work closely with internal teams to provide feedback on product improvements based on recurring customer issues.
Advocate for customer needs, ensuring their concerns and pain points are addressed in internal discussions.

Mentorship & Knowledge Sharing

Mentor and train junior support engineers, sharing technical expertise and best practices.
Develop and deliver technical training materials and presentations.
Contribute to internal knowledge bases, documentation, and troubleshooting guides.

Why we should decide on you

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
5+ years of experience in a technical support role, with significant experience in complex troubleshooting.
Expert-level knowledge of Java, Spring Boot, JSF, and Angular front-end development.
Strong understanding of system architecture, networking protocols (TCP/IP, DNS, HTTP), and cloud platforms (AWS/GCP).
Experience with Kubernetes-based support and Google Cloud infrastructure troubleshooting.
Expertise with Wildfly application server.
Strong experience in database administration and performance tuning (PostgreSQL, Oracle, MSSQL).
Proficiency in root cause analysis and debugging, including log analysis and system performance monitoring.
Excellent written and verbal communication skills in English.
Experience working in a global, multi-time-zone environment.
Willingness to participate in on-call shifts for critical incident resolution if required.
Technical Expertise: Strong troubleshooting skills in Java, networking, cloud platforms, and database administration.
Problem Solving & Analysis: Ability to perform root cause analysis and proactively address system issues.
Cloud & Infrastructure Management: Hands-on experience with AWS, GCP, Kubernetes, and Wildfly.
Database Performance Tuning: Experience with optimizing and troubleshooting PostgreSQL, MSSQL, and Oracle.
Customer Relationship Management: Ability to act as a technical advisor and ensure customer satisfaction.
Mentorship & Training: Willingness to coach and share knowledge with junior engineers.
Time Management & Prioritization: Ability to balance multiple tasks and escalations effectively.
Team Collaboration: Strong communication skills for working with cross-functional teams globally.
Adaptability & Learning Agility: Ability to quickly learn and support new technologies.

Why you should decide on us

Why you should decide on us:

Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
We provide you with the opportunity to take on responsibility and participate in international projects.
In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels.
Together we're better - meet your colleagues at our numerous team events.

To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!
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.
Are you interested? Apply now!
https://www.regnology.net
Role ID CS_2025_23

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About us

Regnology is a leading technology firm on a mission to bring safety and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 7,000 financial institutions, 30 regulators and 20 tax authorities as clients, we’re uniquely positioned to bring greater data quality, efficiency, and cost savings to all market participants. With over 900 employees in 12 countries and a unified data ingestion model powering our work, our clients can quickly implement and derive value from our solutions and easily keep pace with ongoing regulatory changes. For more information visit www.regnology.net

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We are looking forward to hearing from you!

Thank you for your interest in Regnology. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to recruiting@regnology.net.