Technical Product Support Specialist

Role Overview: As a Technical Product Support Specialist at Regnology, you will play a crucial role in providing technical support to clients in the APAC region, contributing to global service continuity through a Follow the Sun (FTS) support model. Your responsibilities will include addressing software issues, triaging technical tickets, collaborating with internal teams, and ensuring smooth client experiences across SaaS and on-prem environments. You will be part of a global team and will have the opportunity to enhance troubleshooting processes and support workflows. Key Responsibilities: - Serve as a first-line technical contact for SaaS and on-prem clients, addressing software issues, configuration questions, and functional inquiries. - Triage incoming technical tickets, resolve known issues, and escalate complex cases to engineering or product teams. - Analyze logs, system behavior, and product usage using observability tools like Datadog, Kibana, Prometheus, or similar. - Collaborate across departments to drive timely resolution of client-reported incidents and support requests. - Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours. - Ensure seamless handover and coordination with North America and EMEA teams as part of the Follow the Sun support model. - Contribute to the improvement of troubleshooting documentation, support playbooks, and operational processes. - Collaborate on enhancements to monitoring, alerting, and response workflows across the support environment. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, or related field preferred; relevant experience may substitute. - 2-3 years of experience in technical product support or client-facing operations in a SaaS or cloud-based environment. - Experience with log analysis, issue triage, and observability platforms such as Datadog, Kibana, Prometheus, GCP Monitoring, or similar. - Familiarity with SQL for investigation and diagnostics; basic cloud knowledge (GCP, AWS, or similar) is a plus. - Strong communication skills in English with the ability to explain technical topics clearly. - Comfortable working independently in a remote-first setup aligned to APAC time zones. - Willingness to join a rotating on-call schedule, including after-hours or weekend coverage. - Location: Pune, India (hybrid preferred). Remote within India may be considered in exceptional cases. (Note: Ability to learn quickly and troubleshoot effectively is valued over specific tool expertise) Company Additional Details: Regnology, a leading global regulatory reporting powerhouse, focuses on bringing greater data quality, automation, and cost savings to market participants. With a global team of over 1,200 employees, Regnology offers opportunities for growth, responsibility, international projects, training, and a positive working atmosphere characterized by transparent communication and team events. [Role ID: CS_2025_43],