Senior Technical Support Officer

Job Title: Senior Technical Support Officer
Job Family: Customer Success and Operations
Reports To: Technical Support Team Leader
Subordinates: None

Company Overview

Eastnets provides trusted solutions that foster secure financial inclusion. Every day, financial institutions rely on us to combat financial crime, navigate complex regulations, and move money safely across borders. Our integrated solutions for financial crime, compliance, and payments leverage the latest technologies and AI to help safeguard economies and enable secure transactions and global trade. We are trusted by more than 800 institutions across 120+ countries, including 15 of the world’s top banks.

Eastnets has a diverse and welcoming culture. Our team of over 400 curious and forward‑thinking professionals is driven to stay one step ahead of financial criminals and to deliver lasting value to our customers. 

🔗 Visit us: www.eastnets.com

Job Description

The Senior Technical Support Officer will be responsible for supporting all Eastnets solutions to customers worldwide. This role requires a very good understanding of the support process cycle, strong team coordination and communication skills, and a proactive approach to problem-solving. Additionally, the role demands a systematic approach with a focus on problem identification and resolution.

Key Responsibilities

• Coordinate the analysis and reproduction of customers' issues by the Technical Support team, with the involvement of other groups as required.

• Define and communicate answers and solutions to the customer.

• Maintain expert knowledge of Eastnets products (software and documentation).

• Maintain contact with key customers to assess their maintenance and support requirements and build a good customer-supplier relationship.

• Maintain an overview of all delivered products and services per customer.

• Perform testing and validation for release updates and patches.

• Define and coordinate communication with customers on release updates and patches.

• Maintain the operational support environment (documentation, case tracking tool, test environments, …).

• Accurately record work activities in the timesheet system and ensure timely submission of timesheets in accordance with company policies and deadlines.

• Maintain the security of the information, devices and systems that Eastnets, and its personnel, customers and partners use.

• Protect Eastnets business information and any customer, supplier or partner information within its custody by safeguarding its confidentiality, integrity and availability.

• Adhere to and comply with Eastnets internal security policies, Code of Ethics, Non-Disclosure Policy, Non-Compete Policy, Email Policy, Proprietary Rights Acknowledgement, Background Check Policy, and all other internal policies and employee handbook.

• Participate in the company’s wide initiatives.

Requirements

• Bachelor’s degree in computer science, related technical field, or equivalent work experience.

• 6-8 years of experience working within a technical support team or a service desk.

• Good analytical skills, a keen eye for quality and strong customer focus.

• Proven spoken and written English. Knowledge of other languages is a major plus.

• Good customer-facing communication skills.

• Very good understanding of the support process cycle.

• Strong team coordination and communication skills.

• Proactive approach to problem-solving.

• Systematic approach and focus on problem identification and resolution.

• Ability to monitor, diagnose, and resolve issues related to Kafka brokers, topics, partitions, and consumer groups.

• Strong understanding of ZooKeeper coordination services, cluster stability, and synchronization mechanisms.

• Advanced knowledge of troubleshooting on the OS Level (Windows, AIX, RHEL, etc.).

• Advanced knowledge of troubleshooting on web client apps (Tomcat, Weblogic, IIS, etc.).

• Advanced knowledge of troubleshooting on DB (Oracle, MSSQL, etc.).

• Familiarity with AI technologies and their application is a strong plus.