Support Engineer

About RelyComply

RelyComply is at the forefront of transforming compliance for financial institutions worldwide, delivering intelligent, AI-powered solutions that combat financial crime and streamline regulatory processes. Our mission is to empower organizations with scalable, automated tools that replace outdated compliance workflows with data-driven, efficient systems—driving innovation, transparency, and trust across the global financial ecosystem. Guided by our values of Innovation, Compliance Excellence, Integrity, Efficiency, and Customer-Centricity, we serve banks, fintechs, insurers, and enterprises with a robust platform spanning KYC, KYB, and AML. RelyComply stands out for its low-code, modular architecture and advanced automation capabilities, enabling clients to reduce operational friction and stay ahead of evolving regulatory demands. As a growth-stage, high-performance team, we offer the opportunity to directly impact industry-leading clients, contribute to product evolution, and be part of a dynamic environment where your work matters every day.

Role Overview

As a Support Engineer at RelyComply, you are the technical backbone keeping our clients’ compliance operations running smoothly. You’ll investigate, diagnose, and resolve real-world issues across configuration, data, and integrations—ensuring mission-critical controls stay resilient and effective. This is a hands-on, client-facing role where your expertise directly shapes client success and platform reliability.

Key Responsibilities

• Own and manage the support ticket queue, triaging, investigating, and resolving issues within agreed service levels.
• Diagnose configuration, data, and integration issues using SQL queries, log analysis, and API diagnostics.
• Communicate directly with client compliance and operations users, providing timely updates and clear explanations, especially during incidents.
• Escalate genuine product defects to Engineering with well-documented, evidenced reproduction steps and impact analysis.
• Run hypercare support for new client go-lives, ensuring critical issues are proactively identified and resolved.
• Develop and maintain runbooks and process documentation for recurring issues, enabling faster and more consistent resolution.
• Collaborate with Implementation Specialists, Solution Architects, and Product Managers to deliver seamless support and continuous improvement.
• Contribute to process automation and efficiency initiatives that reduce ticket volume and enhance support quality.

Required Skills & Experience

• Technical qualification (degree/diploma in Computer Science, Information Systems, Engineering or equivalent practical experience).
• 3+ years’ experience in technical support for SaaS, enterprise, or compliance technology platforms.
• Proficiency in SQL for troubleshooting and data investigation.
• Experience diagnosing and resolving issues using logs and API tools.
• Demonstrated client communication skills under pressure, particularly during incident scenarios.

Preferred Skills & Experience

• Certifications or formal training in AML, KYC, or compliance-related domains.
• Hands-on experience with compliance technology platforms or in fintech/financial services environments.
• Familiarity with RESTful APIs, JSON, and scripting languages such as Python.
• Experience developing runbooks, process documentation, or automation scripts for recurring support issues.

What Success Looks Like

• Consistently resolve at least 80% of assigned support tickets independently, maintaining SLA compliance above 95%.
• Achieve a client satisfaction (CSAT) score of 4.5/5+ through clear communication and effective incident handling.
• Identify and implement permanent fixes or runbooks for at least two recurring support issues within your first six months.
• Support seamless hypercare for new client go-lives, ensuring all critical issues are resolved within agreed timeframes.

Why Join RelyComply?

Impact: Once a client is live, you are the person who keeps their financial crime controls operational—your work directly protects institutions and enables regulatory trust. When screening or monitoring misbehaves, you find the root cause and fix it, working with the very teams who rely on it daily. The outcome of your support is visible, immediate, and makes a tangible difference to our clients’ compliance success.

Growth: You’ll quickly become an expert in our platform and gain deep domain knowledge in AML and KYC—an in-demand specialty that will accelerate your career. As Customer Delivery grows, you’ll have real opportunities to shape your role and advance based on your strengths and demonstrated impact, not just tenure.

Team: Join a collaborative, high-visibility team reporting directly to the Head of Customer Delivery. You’ll work closely with Implementation, Solutions, and Product, sharing knowledge and learning together. At RelyComply, support is recognized as technical, high-value work, not a call-center script.

Innovation: Work on a cutting-edge, configuration-as-code platform where AI and automation drive efficiency, not just buzzwords. Recurring issues you surface feed directly into delivery and product improvement, letting you influence both the client experience and the evolution of our platform.

Benefits & Perks

• Remote-first working policy, offering flexibility over hours and location within South Africa.
• 25 annual leave days—well above statutory minimum—for optimal work-life balance.
• Dedicated professional development budget for technical certifications and industry training.
• Direct exposure to enterprise-level financial institutions and regulated production environments.
• Collaborative, growth-oriented culture in a rapidly scaling, innovation-driven company.

How to Apply

To apply, please submit your resume and any relevant technical portfolio or project samples via our application portal. Cover letters are not required.

Our recruitment process includes three stages:

1. Initial Screening (30 minutes):

• Assess your technical support background, motivation for joining RelyComply, communication skills, and alignment with our mission and values. Focus on SQL/API troubleshooting experience and direct client communication under pressure.

2. Technical Interview (60 minutes):

• Deep dive into your troubleshooting abilities, real-world problem solving, and understanding of compliance processes (AML/KYC). Includes practical scenarios and hands-on exercises relevant to our platform.

3. Final Interview (45 minutes):

• Explore cultural fit, values alignment, teamwork, relationship building, and growth potential through situational and behavioral questions.

After completion of all interview rounds, final approval is typically provided within 3 business days, given the high priority of this role. Throughout the process, you’ll receive timely updates on your application status and next steps.

• We look forward to seeing how you can help us raise the bar for client-centric, technical support in the regtech space.