Technical Customer Support Specialist

At Regnology our greatest asset is our people. We value diversity and foster an inclusive environment that supports learning, safety, and growth. By investing in our team, listening to customers, and encouraging creativity, we drive continuous innovation and improvement.
We offer a flexible, innovative environment where your ideas matter and your career can thrive.
Regnology is a global leader in regulatory reporting, helping financial institutions, regulators, and tax authorities improve data quality, efficiency, and cost savings. Our mission: to safeguard financial markets through smarter, future-ready solutions.
Customer Support Technical Specialist — Regulatory Risk Reporting (Taiwan)
Overview
We are seeking analytical, detail-oriented and customer-focused professionals to join our global support team as a Customer Support Technical Specialist – Regulatory Risk Reporting. In this role, you will provide technical support to our clients while contributing to 24/7 global service continuity through a coordinated Follow-the-Sun (FTS) support model.
This position offers an excellent opportunity to deepen your expertise in regulatory risk reporting, work with diverse financial frameworks, and ensure client success with our solutions.
Key Responsibilities
Technical product support
Serve as a technical contact for bank customers using our regulatory risk reporting solution.
Triage and resolve tickets covering software issues, configuration questions, failed reporting/batch processes, and technical inquiries.
Analyze application and system logs to identify root cause and determine whether an issue is data-related, configuration-related, or a product defect.
Reproduce customer issues in a controlled environment to confirm the reported behavior.
Escalate complex cases to engineering with clear reproduction steps, environment details, and supporting evidence.
Collaborate with R&D, professional services, and cloud operations (Site Reliability Engineering team) to drive timely resolution.
Monitor support queues and work within SLA targets.
Global Incident Handling
Work within a Follow-the-Sun model, providing clear handovers to colleagues in other locations.
Participate in a rotating on-call schedule for urgent support needs, including occasional after-hours, weekend, or peak-period coverage.
Support high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
Customer Support Operations
Collaborate with cross-functional teams to enhance monitoring, alerting, and incident response processes across the support environment.
Provide structured feedback on recurring issues to drive product and process improvements.
(Mid-Senior level) Contribute to knowledge bases, develop training materials, and mentor junior colleagues.
What we're looking for
Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience.
1-5 years in technical product support, application support, or client-facing IT operations, with strong fundamentals; senior profiles with more experience are also welcome.
A working understanding of regulatory risk reporting workflows (e.g. how risk data is prepared, calculated, and used in reporting).
Experience supporting on-premises and/or SaaS enterprise software.
Experience with SQL and relational databases, such as Oracle or SQL Server.
Familiarity with Java-based applications (reading stack traces, understanding server logs).
Familiarity with Linux and log analysis.
Strong English communication — written and spoken — for international customers and internal teams.
Experience working in a global, multi-time-zone team.
Familiarity with AI concepts and its potential application in a business environment.
Nice to Have
Experience with batch workflows, cloud platforms and observability tools is a plus.
Experience in banking, financial services, or regulatory reporting.
Familiarity with structured support processes is a plus.
Front-end troubleshooting basics (browser, UI errors).
Prior experience supporting customers through software upgrades or release cycles.
Key Personal Attributes
Structured and analytical, with strong troubleshooting instincts and attention to detail.
Calm and dependable in high-pressure or time-sensitive situations.
Client-focused and collaborative, with a service-oriented mindset.
Proactive in driving improvements to internal processes and documentation.
Familiarity with AI concepts and its potential application in a business environment
Req ID: CS_2025_58
Apply now!