Analyst Lead, Product Technical Support

FIS Global•Atlanta, GA

7d•Hybrid

About The Position

The Product Technical Support Analyst Lead resolves complex product and technical issues, manages escalated support cases, and serves as a resource for customers and internal teams. The role drives issues from initial assessment through resolution while providing a high-quality customer experience through advanced troubleshooting, stakeholder communication, and continuous process improvement. The position works closely with product, technology, and service teams to resolve complex issues, improve service quality, and enhance the customer experience. The role also contributes to continuous improvement across support operations and to customer and business success. The role requires a hybrid schedule at one of FIS’s talent centers in Jacksonville, Atlanta, or Milwaukee.

Requirements

7–10 years of customer service experience in a software service company and/or trust-industry-related experience is desired.
Experience supporting enterprise software, technology products, or business applications.
Strong troubleshooting, analytical, and problem-solving skills.
Experience managing complex customer issues and escalations in a service-oriented environment.
Excellent written and verbal communication skills, with the ability to collaborate across teams.
Experience documenting solutions, building knowledge resources, and driving process improvements.
Experience with SWIFT and interfaces.
Experience in financial services, including corporate action processing, income and trading, and Vison.

Nice To Haves

Experience as a programmer or developer; beneficial but not required.
Extensive knowledge of the Global Plus application.
Experience with incident management, problem management, or service delivery best practices.
Experience leading projects, operational initiatives, or cross-functional efforts.
Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.

Responsibilities

Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes.
Troubleshoot advanced product and technical issues, perform root cause analysis, and coordinate escalations when needed.
Communicate status, resolutions, and recommendations to customers and internal stakeholders.
Meet service level commitments and identify opportunities to improve support processes and operational efficiency.
Create and maintain knowledge articles, documentation, and support resources.
Analyze trends and recurring issues and recommend product, process, and service improvements.
Lead or contribute to projects and initiatives that enhance support delivery and customer satisfaction.
Work with product, technology, and service teams to resolve complex issues and improve service quality.