Level 1 Technical Support Specialist

Festanstellung, Vollzeit · Tunis

What you'll do

We are seeking a proactive and reliable First Level Product & Technical Support Specialist to join our global support team in Tunis.
In this role, you will provide initial triage and resolution for client inquiries related to our regulatory reporting software, supporting North American clients during their business hours.

This role requires a combination of functional knowledge and technical troubleshooting skills, supporting both the business use of our solutions and the underlying application behavior.
You will work closely with internal teams across time zones to escalate and follow through on more complex cases.
A mindset comfortable working with both business and IT stakeholders is essential.

Key Responsibilities

Client-Facing Product & Technical Support

Provide first-level support for our regulatory reporting products by resolving client inquiries related to business rules, configurations, and report outputs.
Troubleshoot issues involving data discrepancies, reporting logic, and system behavior, using internal tools, configuration review, and log analysis.
Collaborate with internal technical and product teams to escalate more complex functional or technical issues as needed.
Guide clients through issue resolution while ensuring clear, structured communication and high service quality.
Act as the first point of contact for incoming support requests via the ticketing system.

Issue Triage & Collaboration

Collect relevant background and technical context to enable efficient problem solving.
Escalate issues with sufficient detail to second-level support or specialist teams.
Track escalations and follow up to ensure timely resolution and client communication.
Identify recurring issues or patterns and communicate them to product and support leads.

Process & Knowledge Sharing

Contribute to internal knowledge base and support documentation.
Share insights and suggestions to improve support workflows and tools.
Participate in shift handovers and maintain clear communication with global support peers.

Why we should decide on you

1–2 years of experience in software support, client service, or a helpdesk role (ideally in SaaS or financial/regulatory software).
Understanding of financial or regulatory reporting workflows is a strong asset.
Familiarity with basic technical troubleshooting (e.g. reviewing logs, user access, configurations).
Exposure to tools such as ticketing systems (Zendesk, Jira), monitoring/logging platforms, or databases (e.g. Oracle, SQL Server).
Familiarity with Java-based applications and cloud frameworks (e.g. AWS, Kubernetes) is a strong plus.
Strong verbal and written communication skills in English.
Ability to work independently during shift hours and collaborate across remote teams.
Willingness to work a shift schedule aligned to North America (evening/night hours in Tunis).

Key Attributes

Interest in supporting both business and IT stakeholders, with an appreciation for regulatory domain challenges.
Strong customer service mindset with a professional and patient approach.
Structured problem-solving skills and a keen attention to detail.
Eager to learn new systems, processes, and regulatory concepts.
Reliable team player who thrives in a distributed, fast-paced environment.

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 various 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_22

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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

Want to know more about Regnology ? Find our news and business events on LinkedIn: https://www.linkedin.com/company/regnology/mycompany/

Want to know more about life and people at Regnology ? Check out our Instagram page: https://www.instagram.com/peopleofregnology/

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