Application Support Specialist - Global Tech Provider

About Our Client

Our client is a global tech company based out of Europe with analytics products implemented in financial services institutions across the world.

Job Description

• Diagnose and resolve technical issues, providing support both internally and externally.
• Track and manage client requests and issues, documenting resolutions in Jira Service Desk.
• Assess whether issues are covered in the existing knowledge base, and if not, create new documentation, video tutorials, or request additional support material.
• Redirect or escalate problems to appropriate teams, such as data scientists, product, or engineering, when necessary.
• Assist with onboarding new clients by troubleshooting on-premise or private cloud software.
• Develop product documentation and Confluence resources, including Security, Installation, Admin guides, and technical requirements.
• Take ownership, prioritize, and troubleshoot a wide range of client support issues, creating response plans for both simple and complex cases related to the platform and SLAs.
• Plan to develop multi-level technical support in the long term.

The Successful Applicant

• Over 3 years of experience in Application Support/TechOps and knowledge in the following languages: Python/Java.
• Exposure/experience to financial services/fintech projects.
• Proficient in working with JIRA software.
• Advanced education in Computer Science, Information Technology, or a related field.
• Proven ability to troubleshoot on-premise and cloud installations while collaborating with international clients or partners.
• Strong communication skills, with the ability to effectively, courteously, and professionally convey information in English.
• Skilled at explaining technical concepts to non-technical audiences.
• Highly detail-oriented with the ability to prioritize tasks and perform effectively in a fast-paced environment.
• Strong analytical and critical thinking abilities to diagnose support issues, understand client needs, gather data, establish facts, and draw sound conclusions.

What's on Offer

• Remote work arrangement.
• Opportunity to connect with decorated clients across multiple countries.