MID Support Specialist

Duco is an enterprise data automation platform company headquartered in London, with offices including Wroclaw. It serves major global financial institutions such as international banks, brokers, exchanges, asset managers, and hedge funds. Duco aims to reduce data-related work time by 90%, enabling automation of front-to-back data processing using technologies like no-code, cloud, and AI.

• Experience in customer support with technical or SaaS products.
• Practical experience querying SQL databases.
• Familiarity with JIRA and Confluence.
• Experience communicating directly with external customers via email, phone, or video.
• Excellent communication and interpersonal skills.
• Ability to take ownership of issues, problem-solve, and dive into technical details.
• Self-sufficient in researching support tickets using technical documentation.
• Ability to manage a busy workload and balance priorities.
• Positive, flexible, solutions- and ideas-focused approach.
• Willingness to support Polish public holidays on a rotational basis.
• Experience with AWS and Groundcover is a plus.
• Some practical experience in programming languages such as Python, Ruby, JavaScript and/or BI tools like Tableau, Postman.

• Register, prioritize, and document all support tickets following incident management procedures.
• Investigate reported issues using various tools for root cause analysis and provide technical support.
• Communicate and coordinate issue resolutions internally and with end-users, managing escalations and expectations.
• Understand customer needs, including features and configuration requests.
• Conduct calls with customers to assist and manage cases until resolution.
• Participate in knowledge sharing among colleagues.
• Translate business needs into technical language and vice versa.