Remote Product Support Specialist

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.

Qualifications

• 1–2 years of experience in product or application support, client service, or financial/regulatory operations.
• Understanding of financial regulatory reporting workflows (e.g. FinRep, CoRep, Basel, IFRS) is a strong advantage.
• Familiarity with support tools such as ticketing systems (Zendesk, Jira) and basic troubleshooting approaches (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, 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.

• Let’s grow together – our start-up character enables you to design our future
• 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 you a competitive salary
• 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 depending on loaction such as meal vouchers & free drinks in the office

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_09