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

Company Overview

Eastnets is a leading player in the B2B fintech industry. We are a global provider of compliance and payments solutions for the financial services sector. Our experience and expertise help ensure trust at over 800 financial institutions across the world, including 11 of the top global banks. We secure institutions from financial crime by helping our partners manage risk through sanction screening, transaction monitoring, analytics, and reporting, along with market-leading consultancy and customer support.

🔗 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.