Technical Product Support Specialist – Abacus360 Banking

About the role

We are seeking a structured, analytical, and client‑focused Technical Product Support Specialist to join our global Abacus360 Banking support team in Tunis. You will assist banks in running regulatory reports such as COREP, AnaCredit, and national submissions on both SaaS and on‑premises environments.

Key responsibilities

• Act as the primary technical contact for bank customers using the Abacus360 Banking platform.
• Triage and resolve tickets related to software issues, configuration questions, failed batch processes, and functional inquiries.
• Analyze application and system logs to pinpoint root causes and classify issues as data‑related, configuration‑related, or product defects.
• Escalate complex cases to engineering with detailed reproduction steps and environment information.
• Collaborate with R&D, professional services, and the Site Reliability Engineering team to ensure timely resolutions.
• Monitor support queues, meet SLA targets, and provide structured feedback on recurring problems.
• Provide occasional out‑of‑hours support during peak reporting periods and participate in the Follow‑the‑Sun handover model.
• For senior candidates: lead complex escalations, deliver technical training, mentor junior staff, and influence support playbooks and release‑readiness activities.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 1–3 years of experience in technical product support, application support, or client‑facing IT operations; senior profiles are also welcome.
• Experience supporting SaaS and/or on‑premises enterprise software.
• Strong troubleshooting abilities with a structured approach from symptom to root cause.
• Basic knowledge of SQL and relational databases; Oracle experience is a plus.
• Familiarity with Linux environments and log analysis.
• Exposure to Kubernetes‑based deployments.

Required skills

• SQL
• Oracle (preferred)
• Linux
• Log analysis
• Kubernetes
• SaaS support
• On‑premises enterprise software support