Job Description

Roles & Responsibilities

Customer Support

• Deliver support services in accordance with established Service Level Agreements (SLAs) and Performance Level Agreements (PLAs).
• Troubleshoot and resolve issues related to software functionality, user access, and system configuration.
• Escalate complex incidents to development or technical teams and monitor progress through resolution.
• Document issues, root causes, and solutions in the support ticketing system.
• Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings.

Software Integration

• Gather and analyze client integration requirements.
• Install, configure, and integrate software solutions with client systems and third-party platforms.
• Collaborate with development teams to design, test, and validate new integrations.
• Create and maintain business and technical documentation for deployment and integration processes.
• Provide post-implementation support and optimize system performance.

Cross-Functional Collaboration

• Serve as the technical liaison between clients, internal teams, and external vendors.
• Support the sales team by providing technical input during pre-sales discussions.
• Share customer feedback with product and engineering teams to guide future enhancements.
• Maintain and manage software configuration across integrated environments.
• Contribute to project analysis and delivery activities when needed.

Continuous Improvement

• Identify opportunities to streamline support processes and improve customer satisfaction.
• Stay current with emerging technologies, integration methods, and support best practices.
• Participate in ongoing training to strengthen product and technical knowledge.

Desired Candidate Profile

Education

• Bachelor s degree in Computer Science, Information Technology, Business Administration, or a related field.
• Master s degree is a plus.
• Strong written and spoken English communication skills.

Experience

• 3 to 5 years of experience in technical support, software integration, or service management.
• Experience in enterprise software environments; exposure to financial or wealth management systems is highly desirable.
• Proven ability to improve support processes and enhance client satisfaction.

Technical Skills

• Strong hands-on experience with Oracle Database, including SQL and PL/SQL.
• Experience with CI/CD pipelines.
• Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure.
• Understanding of microservices architecture.
• Experience with software testing tools, including unit and system-level testing.
• Solid knowledge of software design, development, debugging, and deployment methodologies.
• Experience with Apache Subversion (SVN) and other version control systems.

Professional Skills

• Strong analytical and problem-solving capabilities.
• Excellent client-facing, communication, and relationship management skills.
• Ability to manage expectations and resolve conflicts effectively.
• High attention to detail and ability to perform under pressure.
• Fast learner with a proactive and flexible mindset.
• Willingness to work outside regular business hours when necessary to resolve critical issues.
• Willingness to travel internationally on occasion.

Preferred Qualifications

• Knowledge of wealth management and financial services processes.
• Experience with enterprise product suites and business-oriented software solutions.
• Strong customer-first mindset with a commitment to delivering exceptional service.