Technical Support Specialist

About us

Are you passionate about FinTech and ready to make a tangible impact in a dynamic company where your decisions shape the future? Altery could be the next chapter in your professional journey

We are seeking a proactive and analytical Technical Support Specialist to join our team. The ideal candidate will be responsible for providing technical assistance and support to users and system operators, ensuring smooth operation and high customer satisfaction.

What you'll be doing

• Utilize system databases to diagnose and promptly resolve technical issues, including non-standard operational situations by conducting initial analysis.
• Investigate incidents using databases, logs, and system alerts to assess impact, criticality, and recurring issues for prioritisation.
• Efficiently resolve user issues or escalate them to the appropriate department for further investigation, coordinating with vendors and internal teams.
• Develop and coordinate technical specifications for system enhancements, integrations, and seamless functionality with partner systems.
• Escalate incidents to relevant departments, monitor resolution progress, and provide timely updates, collaborating closely with Software Engineers.
• Analyse and prioritise recurring issues to minimise future incidents, enhance system reliability, and reduce downtime.
• Conduct research to understand system behaviour, provide technical insights for issue resolution, and contribute to the Technical Support knowledge base.
• Train first-line support staff on technical troubleshooting, common issues, and temporary workarounds as necessary.

What You'll Bring To Us

• Technical Support Specialist or similar role in IT or technical support.
• It is highly desirable for the candidate to be familiar with SQL syntax for database queries and to have experience writing queries in any SQL language.
• Proficiency in English at B2 level is a must.
• Strong analytical skills with the ability to diagnose and resolve technical issues effectively.
• Knowledge of databases, system logs, and monitoring tools to investigate and analyze incidents.
• Excellent communication skills to explain technical details clearly to non-technical users.
• Ability to coordinate and collaborate with internal teams and external vendors for issue resolution.
• Experience in documenting technical solutions and procedures for knowledge sharing.

Nice-to-have

• Ability to write simple scripts is a plus (e.g., Python, JavaScript).
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. 
• ITIL and Agile knowledge would be considered an asset.
  

What we offer

• Team and our Product: We are team players and we are passionate about our
  product and understand what we aim to achieve and the impact it will make.
  
• Growth Opportunities: You can Influence and shape our story while advancing your career.
  
• Flexibility: We always listen to our people and can be flexible with arrangements.
  
• Hybrid or Remote Working: We don't expect you to be in the office every day.
  
• Local Market Perks: Enjoy insurance coverage, local perks, and beautiful offices.
  
  

Why to join us
We may not be perfect, but our strength lies in our resilience. Facing challenges with our expertise, positive attitude, and a supportive environment where everyone relies on one another gives us confidence in what we do. We empower our people to make decisions, explore, and experiment — micromanagement isn't our style. We reward those who take on additional responsibilities and go the extra mile.

We are proud of how diverse and unique we are. We thrive on diverse views, love learning from one another, and believe that our differences fuel our curiosity