Technical Support Specialist

3 weeks ago

Waterloo ON, Canada NLB Services Full time

Job Title: Senior Cloud Support Specialist (Technical Support) Location: Waterloo, ON - Hybrid - 3 days a week in office Duration: 09+ Months The Opportunity As a Senior Cloud Support Specialist, you will represent the organization in client-facing activities for the Company's Financial Hub platform. You’ll ensure service excellence by supporting onboarding and certification, coordinating customer needs, and resolving complex technical and operational issues. Key Responsibilities Serve as the single point of contact for all platform service requests. Deliver 2nd/3rd level technical support, covering functionality, troubleshooting, and usage. Conduct root cause analysis for recurring issues and implement preventative measures. Act as the escalation point for high-priority incidents, ensuring timely resolution and communication. Monitor applications, alerts, and connections to maintain transaction reliability. Perform functional testing prior to production release, ensuring compliance with client requirements. Apply ITSM practices (Incident, Problem, Change Management) for consistent support delivery. Coordinate onboarding, testing, and certification directly with clients and vendors. Maintain documentation and knowledge base articles while contributing to continuous improvement initiatives. Ensure compliance with SLAs and escalation procedures. Essentials Bachelor’s degree in computer science or equivalent professional experience. Minimum 5 years in IT, ideally within financial services technology. Strong ability to resolve complex issues under pressure. In-depth understanding of AP/AR processes, payment workflows, and reconciliation. Proven experience in domestic/international payment processing with regulatory compliance. Proficiency in SWIFT iso15022/20022 standards and related formats. Hands-on exposure to TMS, ERP systems, and payment gateways. Excellent communication skills—able to simplify technical details for clients. Strong problem-solving, prioritization, and multitasking skills. Preferred Knowledge of trade and post-trade processes (equities, fixed income, ETFs, fund orders). Experience with asset financing and treasury management practices. Familiarity with automation tools for AP/AR (cash flow forecasting, liquidity management, intercompany funding, banking relationships). Willingness to work on a shifting schedule. Top Skills Min 5 years' experience in Tech Support role. Ideally experience in, or supporting, financial services clients. Strong business and technical knowledge of payment processes is a distinct advantage.

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