Senior Technical Support Specialist

About the role:

As a Senior Technical Support Specialist at Coherent, you'll play a pivotal role in revolutionizing and streamlining Excel models for seamless integration into our advanced, next-generation platform. Leveraging your deep expertise in Excel, VBA, and SQL, you'll tackle complex challenges head-on, driving innovation and efficiency across our solutions. Beyond technical excellence, you'll also serve as a mentor and thought leader within the team—sharing knowledge, guiding peers, and helping to shape the future of our technical support function.

Whether you're responding to support tickets, helping to troubleshoot technical issues, or collaborating with internal teams, you’ll be hands-on with real problems and empowered to make a difference.

What Your Day-to-Day Might Look Like:

As a Senior Technical Support Specialist, you’ll be at the frontline of customer success—working closely with clients to resolve technical challenges and bring their Excel models to life within the Coherent Spark platform. Your day will be dynamic, problem-solving focused, and highly collaborative.

Key Responsibilities:

• Act as a trusted advisor to customers, troubleshooting complex Excel model and platform-related issues with confidence and precision
• Manage and prioritize support tickets using our internal tracking tools, ensuring timely and effective resolution
• Dive deep into intricate Excel models—analyzing, optimizing, and transforming them to fully harness the capabilities of Coherent Spark
• Partner closely with product, engineering, and project teams to influence platform enhancements and drive continuous improvement
• Translate technical findings into clear, actionable insights for both technical and non-technical stakeholders
• Bring your strong knowledge of computer systems—hardware, software, and applications—to proactively solve problems and streamline workflows
• Help shape our support strategy and mentor junior team members, contributing to a high-performance culture

What You'll Need to Succeed:

• 5+ years in a technical support or analyst role, ideally within financial services or insurance
• Advanced Excel and VBA expertise, with hands-on experience developing and optimizing complex financial models
• Strong SQL skills and database management experience, especially in Excel-driven environments
• Solid grasp of scripting languages (Python, JavaScript, Java, or C#)
• Proactive problem-solver with a sharp eye for process improvement and detail
• Skilled in software testing, maintenance, and troubleshooting
• Basic understanding of networking and operating systems
• Highly organized, deadline-driven, and thrives in fast-paced environments
• Excellent communicator with a collaborative, customer-focused mindset
• Background in financial analysis, risk, or actuarial domains is a strong plus
• Degree in a quantitative field (Math, CompSci, Engineering, Finance); bonus if paired with financial modeling expertise
  

Working at Coherent 

Coherent is a software company with more than 100 people across Hong Kong, Singapore, USA, UK, Thailand, and India. We have a passion for making things work faster, simpler, and smarter. That passion extends to how we work, collaborate, and represent our growing brand.

Every Coherent team member is empowered to think creatively and act decisively to solve our clients’ problems. We strive to cut away complexity and hierarchy, so you can focus on the work at hand. This means everyone gets opportunities to take the lead on projects and grow their skills and abilities. At Coherent, you don’t just take a job, you seize the opportunity to build a career. We seek out individuals who show natural curiosity, determination, and enjoyment. And we help you thrive.

Perks of working at Coherent:

• Competitive salary packages
• Health Insurance (Medical and Dental)
• Flexible working
• Special Events (Hackathons, etc.)
• No formal dress code
• Non-hierarchical organization
• Generous leave benefits
• Fun international work environment
• Global mobility opportunities

Coherent is committed to diversity and inclusion as important elements of our company culture. We value individuals for their unique experiences, talents, and contributions they can bring when working together as a team. We do not discriminate on the basis of gender, race, ethnicity, religion, politics, sexual orientation, age, or disability.