Analyst II, Product Technical Support

FIS•Atlanta, GA

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 Role You will provide Level 2 technical support for a complex fixed income processing suite used across trading, accounting and client servicing workflows. Your role focuses on researching, diagnosing and resolving non‑routine issues that require deep application knowledge and analytical problem solving. Success is measured by accurate issue resolution, clear communication with stakeholders, and your ability to independently investigate and resolve complex client problems.

Requirements

Experience providing Level 2 technical or application support for enterprise systems
Strong analytical and research skills to diagnose issues in complex, data‑driven platforms
Demonstrated ability to independently review documentation and identify solutions
Clear written communication skills for detailed ticket updates and client correspondence
Professional verbal communication skills for client and internal phone interactions
Working knowledge of financial services systems or capital markets environments
Ability to manage multiple issues within a structured ticketing and scheduling model
Bachelor’s degree or equivalent combination of education and relevant experience

Nice To Haves

Experience supporting fixed income or capital markets platforms
Familiarity with treasury bills, treasury notes, or mortgage‑backed securities
Exposure to trading systems, accounting platforms, or client portals
Experience retrieving and analyzing reports to troubleshoot data issues
Background working with banking or financial institution clients

Responsibilities

Investigating and resolving Level 2 product support issues across fixed income processing platforms
Researching complex problems by reviewing reports, logs, and customer documentation within the application
Analyzing client issues related to trading, accounting, portals, and downstream data flows
Supporting client access issues, missing documentation, and data discrepancies
Monitoring shared support queues and managing assigned tickets based on daily scheduling priorities
Taking ownership of complex, research‑intensive issues while collaborating on higher‑volume requests
Communicating findings and resolutions through clear, descriptive written updates
Providing professional phone support to explain issues, resolutions, and next steps to clients
Building deep product knowledge of a system that requires extended learning and patience
Identifying root causes and contributing to knowledge documentation and process improvements