Support Specialist (Fintech)

About the role

The Support Specialist provides first‑level technical assistance for fintech software applications, ensuring high availability and smooth operation for end‑users. Working in a shift‑based schedule, the role requires rapid diagnosis of issues, collaboration with development teams, and a strong customer‑centric attitude.

Key responsibilities

• Deliver accurate, timely support for software usage inquiries, meeting SLA targets during assigned shifts.
• Monitor applications for performance and functionality, responding to alerts based on priority.
• Maintain and update a knowledge base with step‑by‑step resolution guides.
• Collaborate with development and QA teams to report malfunctions and implement fixes.
• Generate weekly and monthly system performance reports.
• Escalate unresolved issues to higher‑level support and ensure timely resolution.
• Log all interactions and solutions in the service‑management tool.
• Conduct customer meetings to understand problems and propose effective solutions.
• Manage and optimise tools such as AWS, Entra, AD, ELK and Grafana.
• Support internal users’ hardware and software needs and ensure antimalware coverage.

Required profile

• Bachelor’s degree in Computer Science or a related technical field.
• Minimum 3 years of experience in software or application support, preferably within fintech.
• Strong analytical and solution‑oriented mindset.
• Excellent communication and interpersonal skills.
• Willingness to work rotating shifts and flexible schedules.

Required skills

• Experience with relational databases.
• Proficiency in ServiceNow or Jira for IT service management.
• Familiarity with Entra, Active Directory, ELK stack, Grafana and other monitoring tools.
• Knowledge of AWS cloud services.
• Hardware and software troubleshooting capabilities.
• Implementation of antimalware solutions.