Technical Customer Support Specialist; German speaker

Overview

We are seeking an analytical, detail-oriented, and customer-focused professional to join our global support team as a Technical Customer Support Specialist – Regulatory Risk Reporting.

In this role, you will provide functional and technical support to our clients while contributing to 24/7 global service continuity through a coordinated Follow the Sun support model.

This position offers an excellent opportunity to deepen your expertise in regulatory reporting, work with diverse financial frameworks, and support our clients in achieving success with our solutions.

• Serve as the primary support contact for clients using our regulatory reporting products, resolving technical inquiries and advising them on best practices.
• Advise clients on Windows and Microsoft SQL Server installation and administration.
• Analyse and troubleshoot issues related to data discrepancies, reporting logic, and system behaviour using internal tools, configuration reviews, and log analysis.
• Develop automation solutions for clients.

• Participate in a rotating on-call schedule for urgent support needs during weekends or outside local business hours.
• Ensure seamless handovers and coordination with other regions as part of the Follow the Sun support model.
• Support response efforts for high-priority or platform-wide incidents while maintaining clear internal communication and documentation.

• Contribute to cross-functional initiatives aimed at improving support processes and product features.
• Support the development of internal knowledge base content and client-facing documentation.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field. Strong professional experience may substitute for formal education.
• 1–5 years of experience in customer service or working with financial software solutions.
• Experience working within a financial institution or bank is considered a strong asset.
• Basic understanding of banking products and processes.
• Strong knowledge of database technologies, particularly Microsoft SQL Server, gained as a database administrator or developer.
• Good programming skills in VBScript, Visual Basic for Applications, or C# for automation purposes.
• Strong analytical skills, with a high affinity for code and cross-functional collaboration.
• Experience with technical troubleshooting, including reviewing logs, user access, system configurations, and SQL queries.
• Excellent communication skills in German and English at C1 level or equivalent business fluency.
• Willingness to participate in on-call or weekend coverage as part of a global rotation.
• Proficiency in Microsoft Excel. Familiarity with ticketing systems is an advantage.

• Highly structured and analytical, with strong troubleshooting skills and attention to detail.
• Calm and dependable in high-pressure or time-sensitive situations.
• Client-focused and collaborative, with a service-oriented mindset.
• Proactive in improving internal processes and documentation.
• Motivated to help build and scale a globally distributed support function.

• Let’s grow together. Join a market-leading SaaS company where our agile character and culture of innovation enable you to help shape our future.
• We provide you with the opportunity to take ownership and participate in international projects.
• In addition to our buddy programme, we offer numerous individual and wide-ranging training opportunities that allow you to explore both technical and functional areas.
• Our internal mobility initiative encourages colleagues to move across functions, gain new experience, and promote knowledge sharing.
• We’re proud of our positive working atmosphere, characterised by supportive teams across various locations and countries, and transparent communication at all levels.
• Together, we are better. Meet your colleagues at our numerous team events.