Support Specialist(Fintech)

Role Overview

This position sits at the frontline of our application support operations, making sure that business-critical software stays available, responsive, and reliable around the clock. You will handle incoming tickets, monitor system health, and work alongside developers and QA engineers to get root causes fixed quickly. Working in rotating shifts, you play a central part in maintaining user trust and keeping service levels predictable in a fast-moving fintech environment.

Key Responsibilities

• Own the full lifecycle of user-reported issues: triage, diagnose, resolve, and document each case while staying within agreed response and resolution times.
• Keep a close watch on live system dashboards and alert queues, responding immediately to priority incidents and coordinating with the right internal teams when something needs escalation.
• Build and refresh a practical knowledge base, capturing repeatable fixes, workarounds, and troubleshooting steps that make future support faster and more consistent.
• Work with development and QA teams to reproduce defects, provide clear evidence from logs, and verify that patches or new releases actually solve reported problems.
• Take care of routine infrastructure hygiene: apply OS patches, confirm antimalware coverage across all systems, and ensure daily incremental backups plus weekly full backups are completed and tested through periodic restores.
• Maintain an accurate asset inventory and review user and vendor access every six months, flagging any accounts that no longer match current job responsibilities and getting proper approval before changes are made.
• Prepare weekly and monthly reports on system performance, ticket volumes, and SLA compliance, using them to spot recurring issues and suggest improvements to the wider support team.
• Contribute to team growth by helping onboard new hires, demonstrating troubleshooting techniques, and mentoring junior colleagues on support workflows and effective customer communication.

Requirements & Qualifications

• A bachelor's degree in computer science, information systems, or a related technical field.
• At least three years of hands-on experience in software or application support, preferably within fintech or another heavily regulated industry.
• Solid understanding of relational databases, including the ability to write and read SQL queries for investigating data-related issues.
• Working familiarity with Entra ID, Active Directory, ELK Stack, Grafana, and similar monitoring or identity tools used to manage users and observe system behavior.
• Experience using IT service management platforms such as Jira, ServiceNow, or equivalent ticketing systems to log and track incidents.
• Strong analytical skills with a methodical approach to diagnosing problems and testing potential solutions before implementing them.
• Excellent written and verbal communication, particularly the ability to explain technical steps to non-technical users and to document clearly for internal teams.
• Comfortable working in a shift-based schedule, including nights and weekends when required, to support continuous service availability.
• A proactive mindset for learning new tools, following security best practices, and adapting quickly to changing priorities.