Job Description Product Support Analyst
n SteelEye is a fast-moving B2B RegTech company helping financial institutions meet regulatory obligations through integrated trade and communications surveillance, reporting, and data-driven compliance tools. Our technology supports compliance, prevents market abuse, and builds trust in financial markets.
n We are committed to building a diverse, equitable, and inclusive workplace where different
n backgrounds, perspectives, and experiences are valued.
n As a Product Support Analyst, you will be the primary technical contact for clients, managing
n product queries and incidents from logging through to resolution. You will work closely with
n Engineering, QA, SRE, and Product teams to resolve issues, share customer feedback, and
n maintain high client satisfaction.
n Creative RegTech environment: Join an award-winning compliance technology firm and work
n with an integrated surveillance platform used by financial firms worldwide.
n Impactful, collaborative work: Turn client feedback into product improvements while
n partnering with Engineering, QA, SRE, and Product teams.
n Learning and growth: Build expertise in FinTech, RegTech, compliance workflows, and data-led
n support.
n Client-facing culture: Support international clients through product guidance, training, and
n troubleshooting in a collaborative team environment.
n As this is a global role, this role has variable shift patterns with day and night shifts expected.
n PRIMARY RESPONSIBILITIES INCLUDE:
n n Client Support & Incident Management: Act as the first point of contact for product queries,



log and prioritise issues, troubleshoot problems, and guide clients to resolution.
n Full Lifecycle Incident Handling: Reproduce issues, support root cause analysis, coordinate fixes with technical teams, and document resolutions.
n Product Expertise & Training: Build strong knowledge of SteelEye's platform, maintain support content, and deliver client or internal training.
n Collaboration & Communication: Keep clients and internal teams informed, manage handoffs, and share feedback to improve the product.
n Continuous Improvement: Identify recurring issues, suggest process or product improvements, test releases, and share best practices.
n n KEY SKILLS AND EXPERIENCE:
n Knowledge/Experience (Technical & Domain):
n n 2+ years in product or technical support, ideally in FinTech. (Essential)
n Strong troubleshooting skills and experience with ticketing or CRM tools such as JIRA, Zendesk, or Salesforce. (Essential)
n Knowledge of QA, incident management, bug tracking, root cause analysis, and working with Engineering or SRE/DevOps teams. (Essential)
n Fluent English; additional languages are desirable.
n SQL, scripting, command-line tools, Linux/Unix, cloud platforms, or monitoring tools are desirable.




n Understanding of financial services, regulatory reporting, trade surveillance, or communications compliance is highly desirable.
n Experience with support best practices, user training, documentation, or product adoption is a plus.
n Agile and distributed team experience is desirable.
n n Personal Attributes/Qualities:
n n Analytical & Problem-Solving: Detail-oriented, persistent, and focused on root cause resolution. (Essential)
n Communication & Customer Focus: Clear communicator who can explain technical topics to non-technical users. (Essential)
n Collaboration & Adaptability: Team-oriented, flexible, and effective in a fast-paced environment. (Essential)
n Organisational Skills: Able to manage, prioritise, and track multiple cases. (Essential)
n Proactive & Self-Motivated: Takes initiative, learns quickly, and contributes improvement ideas. (Essential)
n Desirable Attributes: Stakeholder management, creative problem-solving, mentoring, or small project leadership experience.
n n WHY THIS ROLE IS RIGHT FOR YOU:
n This role offers the opportunity to support leading financial firms, grow deep RegTech
n expertise, and contribute directly to product and client success in a fast-moving scale-up.
n Interview Process: Candidates will be assessed through a structured process covering role fit,
n technical capability, and stakeholder communication.
n n CV Review
n First Stage Overview Interview with Head of Support
n Final Interview with Chief Operating Officer - India
n

📌 Product Support Analyst (Bengaluru)
🏢 SteelEye
📍 Bengaluru