Product Support Analyst Dume

Product Support Analyst
Braga
Dume, Braga, Portugal

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Eye

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Eye

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Steel
Eye is a fast moving Reg
Tech (Regulatory Technology)
- up that is helping financial companies (e. g. banks, investment firms, brokers, hedge funds, and asset managers) meet their obligations under various global financial regulations.

Our work enhances financial compliance, prevents market abuse, and promotes trust in the financial markets. Our people are passionate about leveraging data and technology to make this happen.

The Product Support Analyst is a key member of Steel
Eye’s Product Support team, ensuring our clients achieve success with our compliance technology. You will act as the primary technical contact for customers, handling
- related queries and incidents from start to finish. This includes promptly logging and diagnosing issues, providing clear communication and guidance, and working with Engineering, QA and SRE teams to drive timely resolutions. By managing the full lifecycle of product incidents and contributing customer feedback back into the development process, you help maintain high customer satisfaction and support the strategic growth of Steel
Eye’s integrated Reg
Tech platform.

Innovative Reg
Tech environment: Join Steel
Eye, an
- winning compliance technology firm recognised on the Reg
Tech100 list of leading Reg
Tech companies. You’ll work with a
- edge, integrated surveillance platform that provides “complete, holistic oversight of all trading and communications activity” for financial firms, helping clients comply smarter.

Impactful, collaborative work: Help shape product direction by translating client feedback into product improvements. You will collaborate closely with engineering, QA, SRE, and product teams in a dynamic,
- growing company. Your work directly affects how
- tier financial institutions meet their regulatory obligations.

Learning and growth: This role offers deep exposure to the Fin
Tech/Reg
Tech space. You’ll develop expertise in compliance processes (e. g. trade and communications surveillance, reporting,
- keeping) and advanced data analytics. Steel
Eye invests in learning and career development, giving you the chance to expand your skills and grow professionally.

Client-facing and supportive culture: You’ll engage daily with international clients, guiding them through product features, training, and troubleshooting. Steel
Eye’s collaborative culture means supportive teammates and open communication, whether in our London office or with colleagues around the world.

Balanced
- life: This is a
- hours,
- based role with no
-
- hours
- call or travel requirements, allowing you to maintain a healthy
- life balance. You can focus on your core duties during business hours without unexpected late nights or frequent travel.

Responsibilities

Client Support & Incident Management: Act as the first point of contact for customer product queries via email, chat or phone. Log, categorize and prioritize incoming issues in the ticketing system. Diagnose and troubleshoot technical problems or user errors, guiding clients through solutions.

Full Lifecycle Incident Handling: Manage incidents
-
- end – perform root cause analysis, reproduce bugs or data issues, and coordinate fix implementation. Work with Engineering, QA and SRE teams to escalate and resolve more complex cases. Track all incident details, status and resolution steps in the CRM/ticket system, and ensure tickets are closed with documented solutions.

Product Expertise & Training: Develop deep knowledge of Steel
Eye’s Reg
Tech product suite (e. g.
- keeping, transaction and EMIR reporting, trade and communications surveillance). Create and update help documentation, FAQs and
- base articles to enable
- service support. Conduct product training sessions or demos for customers and internal users to drive product adoption and proficiency (e. g. onboarding new clients, workshops, or webinars).

Collaboration & Communication: Liaise between clients and internal teams. Communicate incident status and workarounds clearly to customers and stakeholders. Provide regular updates during major incidents or deployments. Gather and convey customer feedback to Product Managers and Engineers, helping shape product enhancements. Facilitate
- team handoffs and ensure all parties are aligned on priorities and timelines.

Continuous Improvement: Analyze support data to identify recurring issues or trends. Propose process improvements, new tools or product changes to enhance the customer experience and support efficiency. Participate in testing new product releases and validation of fixes before they go live. Mentor junior support staff by sharing knowledge and best practices.

Key Skills and Experience

Education Qualifications:

Bachelor’s degree (2:1 or above) in Computer Science, Engineering, Information Systems or a related technical field or equivalent experience. Advanced degrees or professional certifications (e. g. ITIL, technical training certifications) are a plus.

Knowledge/Experience (Technical & Domain):

• 4+ years of experience in product support, technical support, or similar roles, ideally in Fin
  Tech, Reg
  Tech or financial software companies (Essential).
• Strong troubleshooting skills with software products and data systems. Experience using ticketing/CRM tools (e. g. JIRA, Zendesk, Salesforce) and source control or issue tracking is essential (Essential).
• Familiarity with software QA and incident management processes (e. g. bug tracking, root cause analysis, testing). Experience working with engineering and SRE/Dev
  Ops teams is preferred (Essential).
• Fluent in English and additional language skills are desirable to support regional clients and colleagues.
• Technical skills such as SQL for querying databases, scripting (e. g. Python, Shell) or using
  - line tools (Desirable). Knowledge of Linux/Unix environments, cloud platforms (AWS/GCP/Azure) or monitoring/alerting tools is a plus (Desirable).
• Understanding of financial services and regulatory reporting requirements (e. g. Mi
  FID II, EMIR, SFTR) is highly desirable. Domain knowledge of trade surveillance, communications compliance or risk management tools will help you quickly understand client
  - cases (Desirable).
• Familiarity with customer support best practices, user training techniques, and product adoption strategies. Experience delivering client training or creating user documentation is a plus (Desirable).
• Experience working in an agile environment and/or with distributed teams (Desirable).

Personal Attributes/Qualities:

Analytical & Problem-Solving: Strong analytical mindset and attention to detail. You enjoy dissecting issues to find root causes and are persistent in driving them to resolution. (Essential)

Communication & Customer Focus: Excellent verbal and written communication skills. Able to explain complex technical concepts clearly to
- technical users. A supportive, patient approach to client interactions is critical. (Essential)

Collaboration & Adaptability: You are a team player who collaborates well across departments. You are flexible and can adapt to evolving priorities in a
- paced environment. (Essential)

Organizational Skills: Highly organized and able to manage multiple tasks and cases simultaneously. Good
- management and the ability to prioritize are key. (Essential)

Proactive & Self-Motivated: Initiative-taking, with a
- do attitude. You proactively seek out learning opportunities and contribute ideas for improvement. (Essential)

Desirable Attributes: Experience managing communications with diverse stakeholders (clients, engineering teams, senior management) is a plus. Creativity in
- solving, and the ability to mentor others or lead small projects, are valued traits (Desirable).

Interview Process: The interview process is structured to assess candidates thoroughly across various competencies and skills relevant to the role. Here's a description of each stage:

• CV Review
• First Stage Overview and Technical Interview with our Global Head of Support
• Final Interview with Chief Operating Officer

About Steel
Eye:

Steel
Eye is a dynamic B2B Fin
Tech company dedicated to enabling financial institutions, including banks, investment firms, brokers, hedge funds, and asset managers, to efficiently and accurately meet their regulatory obligations under various global financial regulations. As the finance industry’s pioneering integrated trade and communications surveillance solution, Steel
Eye empowers financial firms with
- driven tools and comprehensive insights, all from a single platform, allowing them to focus on what truly matters.

At Steel
Eye, we pride ourselves on fostering a diverse, equitable, and inclusive workplace where everyone's contributions are valued. We are committed to being an inclusive employer, embracing individuals of all races, religions, gender identities, sexual orientations, national origins, ages, socioeconomic statuses, medical conditions or disabilities, and other protected statuses. We actively seek talent from diverse backgrounds, experiences, personalities, and perspectives, believing that our differences drive innovation and success.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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Eye by 2x

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