Second Level Support Analyst — French speaker Trade Finance SaaS role open for remote work in Europe.
Komgo is a Swiss-headquartered software development and technology services company, offering the reference digital network and workflow solutions for the trade finance industry.
Our global customer base is supported through offices in Singapore, Geneva, London, Houston and Toronto.
Komgo offers digital network and workflow solutions that overcome the challenges of today’s trade finance ecosystem, accelerating efficiency gains, providing a benchmark data reference for the industry; and delivering best-in-class value to end-users through four product lines.
Together with our shareholders and customers, we’re on a mission to transform global trade and unlock new value for all.
Komgo removes the need for manual and paper-based processes, mitigates against fraud risk, provides a benchmark data reference for the industry and delivers the best-in-class value to end-users through elegant digital experiences.
Together, we are on a mission to simplify trade finance.
Komgo is actively looking for a Senior Second Level Support Analyst to act as the key escalation point between first-line support and engineering within our Customer Operations team. In a fast-paced B2B SaaS environment, you will handle complex incidents end-to-end, perform root cause analysis, and support clients across the trade finance ecosystem. Strong knowledge of trade finance instruments (LCs, Guarantees, Collections, SCF) and solid technical skills in cloud diagnostics, data investigation, and API troubleshooting are essential.
You will drive cross-functional issue resolution, improve support processes through documentation and mentoring, and serve as a trusted partner to clients and internal teams.
Within the Operations team, the DevOps Engineer bridges Software Engineering, QA, and Customer Support. As we implement DORA metrics, you will help enhance our delivery and operational maturity. Responsibilities include deploying products and updates, resolving production issues, and automating operational workflows. Success in this role requires strong development skills and a solid understanding of the underlying infrastructure.
Responsibilities:
Request Management
* Serve as the primary escalation point for complex requests escalated from L1 support.
* Provide deep functional guidance to end-users on platform features, workflows, and integrations specific to trade finance processes (LC issuance, guarantee workflows, etc…).
* Conduct hands-on investigation of reported issues using platform logs, database queries, and API trace analysis to diagnose root causes efficiently.
* Implement and validate client configuration changes including user permissions, workflow rules, counterparty mappings, and document templates within the SaaS platform.
Incident Management
* Lead or co-ordinate incident task forces, acting as the bridge between the client, DevOps, and engineering teams.
* Manage real-time client communications during incidents, providing factual, calm, and regular updates aligned to agreed communication protocols.
* Perform rapid impact assessment to determine the breadth of client exposure, data integrity risk, and regulatory implications in a trade finance context.
* Co-ordinate cross-functional resolution: engage engineering, infrastructure, product, and compliance stakeholders as warranted by the nature of the incident.
* Define and implement tactical workarounds to restore or maintain business continuity for affected clients while permanent resolution is pursued.
* Own the post-incident review (PIR) process: produce structured post-mortem documentation covering timeline, root cause, business impact, and corrective action plan.
* Track and chase action items arising from post-mortems through to confirmed closure, escalating delays to management as needed.
Continuous Improvement
* Collaborate with Operations Leadership and DevOps Engineers to review and enhance monitoring coverage, alerting thresholds, and observability tooling.
* Proactively identify and propose improvements to support processes, tooling, runbooks, and client-facing self-service resources.
* Author, review, and maintain high-quality support documentation including troubleshooting guides, runbooks, configuration playbooks, and known error databases.
* Lead and contribute to training initiatives for the support team:
* Design and deliver GTC training modules covering platform functionality and trade finance domain knowledge.
* Conduct pairing sessions with L1 analysts to elevate diagnostic methodology and domain understanding.
* Develop onboarding material and structured learning paths for new support hires.
* Champion the adoption of best practices in incident management, knowledge management, and client communication across the support organization.
Skills and Qualifications:
Technical Skills
* Proficiency in SQL for data investigation and ad hoc querying across relational databases.
* Familiarity with REST API concepts, HTTP debugging, and integration troubleshooting (Postman, curl, or equivalent).
* Experience reading and interpreting application logs and distributed tracing outputs.
* Working knowledge of ITSM platforms such as Jira Service Management, Zendesk, or Freshdesk.
* Experience with monitoring and observability tools (Datadog, Grafana, Kibana, or equivalent) is advantageous.
Soft Skills
* Good communicator able to translate complex technical insights for any audience.
* Strong analytical thinker with structured problem‑solving skills, even under pressure.
* High ownership and accountability; drives issues to resolution independently.
* Collaborative partner who works effectively across engineering, product, sales, and client teams.
* Client‑centric, professional, and focused on delivering value.
* Organised and detail‑oriented; manages multiple priorities without compromising quality.
* French knowledge is a big asset.
Why join Komgo?
Our employees are our best assets. By joining Komgo, you will evolve in a dynamic and innovative environment favoring initiative and autonomy. You will be able to show your knowledge, have a real impact and expand your horizons. You will be part of a dynamic and creative team, with a deliver mindset, entrepreneurial and team spirit.
We are an equal opportunity employer.
After a first selection we will plan an interview to see how you fit the role and learn about your motivation, drive, and ambition.