[Hiring] First Level Product & Technical Support Specialist @Regnology

Role Description

We are seeking a proactive and reliable First Level Product & Technical Support Specialist to join our global SupTech support team in Colombia. In this role, you will provide initial triage and resolution for client inquiries related to our supervisory technology solutions, used by financial authorities and other institutional clients. 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 across cloud-hosted and on-premises environments, including Windows Server. 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 SupTech products by resolving client inquiries related to business rules, configurations, report outputs, and reporting files.
  • Troubleshoot issues involving data discrepancies, reporting logic, and system behavior, using internal tools, configuration review, Windows Event Logs, application logs, and SQL Server logs.
  • 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 the 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.

Qualifications

• 1–2 years of experience in software support, client service, or a helpdesk role (ideally in SaaS or financial/supervisory software).
• Experience supporting both cloud-hosted and on-premises applications.
• Experience reading and interpreting logs to troubleshoot application issues, including Windows Event Logs, application logs, and SQL Server logs.
• Familiarity with common supervisory reporting file formats, including XBRL, XBRL-CSV, XML, CSV, JSON, and Excel.
• Exposure to ticketing systems (for example Jira or Zendesk).
• Understanding of regulatory reporting workflows (for example EBA, ESMA, EIOPA, or national competent authorities) is a strong plus.
• Experience supporting institutional clients, ideally financial authorities, central banks, or regulated financial institutions, is a strong plus.
• Familiarity with version control (Git or SVN) is a plus.
• Excellent verbal and written communication skills in English.
• Ability to work independently during shift hours and collaborate across remote teams.
• Willingness to work occasional on-call shifts as required on Sundays and public holidays.
• Familiarity with AI concepts and their potential application in a business environment.

Key Attributes

• Interest in supporting both business and IT stakeholders, with an appreciation for supervisory 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 supervisory concepts.
• Reliable team player who thrives in a distributed, fast-paced environment.

Benefits

• Market Leadership: Join a global leader where our agile culture and innovative spirit allow you to shape the future of financial stability.
• International Scope: Take ownership of high-profile international projects and benefit from our global internal mobility initiatives.
• Growth & Mentorship: Access a wide range of our technical and functional training opportunities.
• Culture of Inclusion: We foster a supportive, transparent atmosphere with frequent team events and a commitment to diversity.