Analyst II, Product Technical Support

FIS•Jacksonville, FL

About The Position

We are FIS. Our technology powers the world’s economy, and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS? About the team: You will join a collaborative, client-focused team dedicated to supporting some of the world's leading financial institutions. Working closely with Product, Engineering, Implementation, and Knowledge Management teams, you will play a key role in helping clients maximize the value of our platform while ensuring a seamless support experience. The team is committed to continuous improvement, operational excellence, and delivering high-quality service in a fast-paced Capital Markets environment. About the role: We are looking for a Technical and Product Support specialist to support global financial institutions using our platform. This role is central to delivering an exceptional client experience by providing timely, accurate, and well-coordinated support across both technical and product-related queries. You will act as a key point of contact for client issues, ensuring all requests are effectively triaged, validated, and progressed in line with service level agreements, while maintaining clear and consistent communication throughout. In addition to managing incoming queries, you will support our clients with more complex technical issues, taking ownership of investigations and working closely with them to understand and resolve challenges. This includes analyzing logs, data feeds, APIs, and client configurations to identify root causes and provide clear, effective solutions. Partnering with engineering, product, and subject matter experts, you will act as an advocate for the client, helping to minimize disruption, improve response times, and ensure they get the most value from the platform.

Requirements

Financial Markets experience, including Capital Markets, is essential.
Experience supporting or implementing enterprise software in a client-facing environment.
Strong technical capability, with the ability to configure and deploy components for troubleshooting and client support.
Experience troubleshooting APIs, logs, data feeds, JSON files, and client configurations.
Proven client management skills, with experience building relationships in complex, demanding organizations.
A proactive, self-motivated mindset with strong problem-solving and analytical skills.
Excellent written and verbal communication skills, with the ability to convey information clearly and concisely.
Experience prioritizing and managing multiple client issues while meeting service level agreements.

Nice To Haves

Strong knowledge of financial services regulatory frameworks is highly desirable, including regulatory change, compliance, and governance requirements.
Experience supporting SaaS or cloud-based enterprise platforms.
Hands-on experience with JIRA or other ticket management systems.
Experience supporting software releases, onboarding activities, or client implementations.
Exposure to post-trade, regulatory reporting, trading, or market infrastructure environments.
Knowledge of REST APIs, data integration concepts, and troubleshooting data feeds.
Experience working with global financial institutions.

Responsibilities

Own the triage and timely resolution of client queries, ensuring SLAs are consistently met
Build a strong understanding of the product to support a wide range of client challenges, from day-to-day usage to technical queries and logic interpretation
Triage and validate incoming tickets to ensure they are complete and “investigation-ready,” including logs, JSON files, and environment details
Manage the full ticket lifecycle within JIRA, ensuring accurate updates, time tracking, and clear client communication
Assess issue impact and urgency to assign appropriate priority levels and escalate where required
Investigate and resolve issues across logs, data feeds, APIs, and client configurations, including replicating scenarios where needed
Collaborate with engineering, product, and knowledge teams to support client implementations, product adoption, and technical troubleshooting
Support software release processes and ongoing client onboarding activities
Build strong client relationships, develop an understanding of their business challenges and how the platform best supports them
Contribute to the continuous improvement of support workflows and processes to enhance efficiency and client experience