We are looking for a proactive and reliable Level 1 Product & Technical Support Specialist to join our global team in Hong Kong. You will play a key role in supporting clients using our regulatory reporting solutions, particularly those aligned with HKMA and MAS reporting standards, during North American business hours.

You’ll be the first point of contact for client questions – ranging from business rule behavior to technical issues – and you’ll use a combination of domain understanding, investigative thinking, and clear communication to drive resolutions. This role involves close collaboration with internal experts across time zones and offers room to deepen your knowledge in regulatory reporting.

 
 Key Responsibilities
  
 Client-Facing Product & Technical Support

• Respond to incoming support requests, offering timely and professional first-line support for our regulatory reporting platform.
• Investigate and resolve issues related to report output, configuration settings, and business rules – especially for HKMA and MAS reports.
• Perform basic troubleshooting using internal tools, configuration checks, and log analysis.
• Document your findings clearly and walk clients through solutions in a calm, structured manner.
• Escalate complex issues with enough context to support efficient second-level analysis.

Issue Triage & Collaboration

• Collect relevant business and technical background to support deeper investigation.
• Track escalated issues and ensure resolution progress is communicated effectively.
• Spot trends or recurring challenges and raise them with product and support leads for long-term improvements.

Process & Knowledge Sharing

• Contribute to our internal knowledge base and keep documentation fresh and user-friendly.
• Proactively share insights that help improve team workflows, tools, and communication.
• Participate in handovers with global support colleagues to ensure seamless coverage and follow-through.