Technical Product Support Specialist - Abacus360 Banking

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.

About the role

We are looking for a structured, analytical, and client-focused Technical Product Support Specialist to join our global Abacus360 Banking support team in Tunis (hybrid). Abacus360 Banking is Regnology's platform for bank regulatory reporting , from data import and validation through calculation and submission to supervisors.

You will support customers running regulatory reports such as COREP, AnaCredit, and national banking submissions. Customers r un the platform in cloud (SaaS) and on-premises environments across Europe and beyond. This role is open at multiple levels: from early-career engineers building support skills, to experienced professionals who own complex escalations and mentor others.

Product-specific knowledge is provided through onboarding , we do not expect prior Abacus360 experience.

What you'll do

Technical product support Serve as a technical contact for bank customers using Abacus360 Banking. Triage and resolve tickets covering software issues, configuration questions, failed reporting/batch processes, and functional inquiries. Analyze application and system logs to identify root cause and determine whether an issue is data-related, configuration-related, or a product defect.

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. Provide structured feedback on recurring issues to improve product quality and support processes.

Global incident handling Provide occasional out-of-hours support during peak reporting periods and urgent customer needs. Support our Follow the Sun model with handovers to colleagues in North America and APAC. Contribute to response efforts for high-priority or platform-wide incidents with clear internal communication and documentation.

Senior level (additional expectations) Lead complex customer escalations and act as a Subject Matter Expert (SME) for Abacus360 Banking. Deliver technical training sessions and mentor junior team members. Influence support playbooks, known-issue tracking, and release-readiness activities. Continuous improvement Contribute to troubleshooting guides, support playbooks, and knowledge base articles.

Help improve monitoring, alerting, and incident response workflows.

What we're looking for

Bachelor's degree in Computer Science , Information Technology, or a related field (or equivalent practical experience). 1–3 years in technical product support, application support, or client-facing IT operations, with strong fundamentals; senior profiles with more experience are also welcome. Experience supporting SaaS and/or on-premises enterprise software.

Solid troubleshooting skills — structured analysis from symptom to root cause. SQL and relational database basics (Oracle experience is a strong plus). Familiarity with Linux and log analysis. Kubernetes-based environment support (pods, deployments, basic diagnostics). Familiarity with Java-based applications (reading stack traces, understanding server logs).

Strong English communication — written and spoken — for international customers and internal teams. Experience working in a global, multi-time-zone team. Client-focused, collaborative, and proactive about documentation and process improvement.

Nice to have

Experience in banking, financial services, or regulatory reporting. Familiarity with batch processing or scheduled reporting workflows. Exposure to cloud platforms (GCP or AWS). Experience with Datadog or similar observability tools. Front-end troubleshooting basics (browser, UI errors). German language skills (useful for DACH-region customers).

Prior experience supporting customers through software upgrades or release cycles. Why join us Join a market-leading SaaS company in regulatory technology with room to grow. Take ownership in international projects serving major banks and supervisors. Structured onboarding, buddy program, and ongoing training — including deep product learning on Abacus360 Banking.

Internal mobility across functions and locations. Positive, collaborative culture with transparent communication across teams and countries. To apply Send your CV. We look forward to meeting you in a personal or virtual interview. Regnology is committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, or sexual identity.

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