Analyst II, Product Technical Support

FIS•Jacksonville, FL

1d•Hybrid

About The Position

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 is required
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
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

Nice To Haves

Exposure to regulatory frameworks would be beneficial

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, developing 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