Product Technical Specialist

See what you can do with Prophix

Prophix helps finance teams streamline planning, reporting, and analysis through Prophix One, our Financial Performance Platform. We bring automation, collaboration, and clarity together so people can focus on work that has impact. As we expand our AI-enabled capabilities, you will join a team where intelligent tools support meaningful contributions and people guide each decision with intention.

We have teams and offices across the UK, Europe, North America, and Australia.  

The Product Technical Specialist (PTS) role will focus on delivering a positive experience to our customer and partner community by providing technical support for our product. As part of the Technical Support group, you will collaborate with various teams, including Customer Success, Professional Services, Product & Technology and Development. 

The ideal candidate should have a strong understanding of technical concepts and can proactively seek solutions to provide technical expertise and guidance to support our customers' business needs. In addition, the PTS member must possess problem-solving solid, interpersonal, and organizational skills to address a broad spectrum of technical issues in a fast-paced environment.

What You Will Do

• Respond to customer/partner technical issues related to operating systems, networks, security, relational and OLAP databases within defined SLAs
• Conduct product installations, database restoration, troubleshooting, testing and system optimization for on-premise environments remotely
• Handle and prioritize internal support escalations to ensure remediation affecting cloud services
• Observe proper change management processes and procedures
• Execute and configure software maintenance tasks to support application functions on production cloud environments when required
• Provision of OAT environments to replicate client issues, conduct analysis, and test potential solutions to implement
• Investigate DIS issues utilizing dynamo and debugging logs
• Act as a Level 2/3 support resource, assisting Application Support Analyst by handling escalated cases, mentoring on best practices, and ensuring timely and accurate resolution of complex technical or data-related issues."
• Participate in on-call rotation to support and maintain uptime of cloud infrastructure 24/7/365
• Contribute to the maintenance of technical documentation to support operational processes
• Accurately document all customer interactions related to a customer issue in the issue tracking software for knowledge transfer and future use
• Use a knowledge-centred approach to resolving customer inquiries and contribute to content development
• Perform additional duties and functions as required

What You Will Bring

If this role excites you but you don't meet every requirement, we still encourage you to apply. At Prophix, curiosity, adaptability, and diverse perspectives matter. Your experience may be exactly what we need.

Required Qualifications

• A mix of experience, training, or education that helps you succeed in this role.
• 3+ years of hands-on application support experience, preferably within a SaaS environment
• Experience with networking and virtualization technologies.
• Familiar with data warehousing and ODBC integration
• Knowledge of Amazon Web Services (AWS)
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally and have a valid passport
• Strong knowledge of ETL (Extract, Transform, Load) processes to troubleshoot and resolve client data integration issues effectively
• Fluency (written and verbal) in English and French
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review
• Ability to learn new tools and adapt as technology evolves
• Curiosity and openness to exploring new approaches
• Collaborative mindset when working with teams and technology
• Must be legally entitled to work in the country where this role is located
  

Preferred Qualifications

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred
• Knowledge in the following is an asset: incident management, Zendesk, Confluence, Data integration tools (ETL)
• Knowledge of networking for troubleshooting authentication issues, with strong understanding of HTTPS, DNS, SFTP, VPN, and firewall.
• Must demonstrate strong analytical and problem-solving skills to diagnose and logically resolve customer problems using experience and sound judgement.
• Knowledge of SQL queries (reading/understanding and ability to update existing queries)
• Possess strong organizational skills, attention to detail, and ability to prioritize workload.
• Experienced with working in a high volume, fast-paced environment with the ability to work effectively to meet tight deadlines.
• Avid team player who can also work independently.
• Willingness to take on non-routine assignments.
• Willingness to learn new technologies independently.
• Fluency in Dutch would be an asset.

What Success Looks Like

• 30 days: You understand our tools, product, and people
• Within 90 days: You work independently on meaningful tasks
• Within 6 months: You contribute ideas, improvements, and measurable impact

Why Join Prophix?

Prophix builds technology that helps organizations plan and make better decisions with confidence. You will collaborate with colleagues across regions, contribute to a platform used globally, and grow your skills through hands-on work and AI-enabled tools. We support flexibility depending on team needs and location, and our culture is grounded in our values: Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation.

What's Included for You?

• Comprehensive health and medical coverage
• Annual wellness allowance
• Mobile phone subscription
• Office parking or public transport card (Lisbon)
• Meal vouchers
• Education assistance for career-related training
• Paid time off aligned with Portuguese norms
• Social events and team activities
• Opportunities to get involved in Environmental, Social, and Governance (ESG) initiatives
• Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead at what's next
  

Apply Now

If this feels like the right environment for you, we'd love to meet you and help you build your career as a Phixer

Accessibility & AI Transparency

Prophix promotes an accessible hiring process. If you need accommodation at any stage, we'll work with you. Some interviews may be recorded so our hiring team can review and assess responses fairly and consistently. As part of our commitment to Responsible AI, we use a small number of AI-supported tools to help with tasks like resume review, shortlisting, or creating interview summaries. AI is never used as the sole basis for hiring decisions, and your personal data is never used to train AI models. If you'd prefer not to take part in any AI-assisted step, just let us know and we'll be happy to accommodate.