Junior Technical Support Specialist

We are looking for an analytical and customer-focused Junior Technical Support Specialist to join our team and become the technical anchor for our clients.

In this role you will support domain experts in model/AI risk management, model development, model validation,… who rely on us for complex product queries, custom configurations and bug resolution. This requires a deep understanding of our solutions and the ability to solve technical puzzles. You will take full ownership of client questions ensuring that users receive the right advice, can use the product effectively and have their issues resolved quickly and efficiently. As you master our platform and understand the different configurations of our clients, this role offers a clear growth path towards an implementation consultant or customer success account management role.

• Take ownership of complex product inquiries, guiding our customers through technical challenges and platform usage via our service desk.
• Adapt and adjust existing custom configurations tailored to the needs of our clients.
• Create and maintain customer-facing support documentation and tutorial videos.
• Thoroughly reproduce, verify and analyze reported bugs, resolving what you can and accurately translating issues for the product team.
• Own the end-to-end communication for client issues, ensuring the user stays informed and guided even when an issue is escalated.
• Build a deep understanding of each client’s specific setup to provide proactive support.
• Collaborate closely with internal teams (product team, Information Security team) to ensure timely and high-quality support.

• Bachelor's or Master's degree in IT, Computer Science, Business Engineering, or a similar field, or equivalent experience in a similar role.
• A customer-centric professional with excellent communication skills who genuinely enjoys helping experts solve complex problems.
• Fluency in English ( spoken and written) is an absolute must.
• Ability to translate business needs or functional problems into clear technical requirements.
• A strong analytical mindset. You don’t just pass along an issue, you investigate the root cause and resolve the issue yourself or introduce short-term workarounds to unblock the client.
• A strong affinity for complex enterprise SaaS software solutions combined with the eagerness to learn about MRM and AI governance.
• Python skills are a plus.
• Hands-on experience in database and SQL is a plus.
• A high ownership mentality, taking full responsibility issues from the moment they are raised until the final solution is communicated.
• An ambitious individual looking to grow into an implementation consultant expert or account manager role focused on deep product expertise.