Senior Cloud Support Specialist

3 days ago

Waterloo, Ontario, Canada NLB Services Full time

Job Title: Senior Cloud Support Specialist

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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