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Customer Support Specialist – SupTech Stream

Poland
Full-time
Permanent employee

What you'll do

Key Responsibilities 
Client-Facing Product & Functional Support 
  • Provide first-level support for our regulatory reporting solutions in the SupTech product stream by addressing client inquiries related to data handling, reporting outcomes, and regulatory interpretation.
  • Troubleshoot functional and configuration-related issues, analyze data discrepancies, and review product behavior to identify and resolve client problems.
  • Act as the first point of contact for incoming support requests through our ticketing system and communication channels.
  • Ensure clear, consistent, and professional communication with clients throughout the support process.
  • Collaborate with second-level support, product, and development teams to escalate and resolve more complex issues.
Issue Triage & Collaboration 
  • Collect relevant background and contextual information to enable efficient troubleshooting and resolution.
  • Escalate unresolved issues with full documentation and contextual insights for faster triage.
  • Track escalations and ensure timely feedback to clients, maintaining high service standards.
  • Monitor recurring issues and proactively share insights with product and support leadership.
Process Improvement & Knowledge Sharing 
  • Contribute to internal knowledge bases and documentation to support team learning and onboarding.
  • Participate in continuous improvement of support workflows, tools, and documentation standards.
  • Engage in team handovers and share learnings with global support peers to ensure service continuity.

Why we should decide on you

Qualifications 
  • If required, 1–2 years of experience in product or application support, client service, or financial/regulatory operations.
  • Understanding offinancial regulatory reporting workflows (e.g., data validation, config analysis).
  • Strong analytical and problem-solving skills with the ability to communicate clearly to both technical and non-technical users.
  • Fluent in English/Polish, both written and verbal.
  • Comfortable working in a fast-paced, cross-functional, and international team environment.
  • Willingness to participate in on-call shifts for critical incident resolution if required.

Key Attributes 
  • Service-oriented mindset with a structured and proactive approach to problem-solving.
  • Interest in regulatory frameworks and enthusiasm for learning new domain concepts.
  • Reliable and collaborative team player who thrives in a distributed work model.
  • Strong attention to detail and willingness to take ownership of issues and client satisfaction.

Why you should decide on us

  • We promote remote working and flexible working hours to create a positive work-life balance 
  • We provide you with the opportunity to take on responsibility and participate in international projects 
  • We offer numerous individual and wide-ranging training opportunities, in addition to our buddy-program 
  • 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 
  • We care about body and soul, we offer you numerous benefits such as meal vouchers, free drinks, and of course (mental) health initiatives

About us

About Regnology

Regnology is a recognised leader in regulatory, risk, tax, finance reporting as well as supervisory technology, connecting regulators and the regulated across more than 100 countries.

Serving Tier 1 banks, regional institutions, corporates, insurers, and authorities, our modular, cloud-native platform delivers trusted compliance, innovation, and future-ready solutions—empowering clients with global reach, local expertise, and proven leadership.


Visit our website www.regnology.net
 

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