Product Technical Support Analyst II

FIS

2d

About The Position

Addresses technical inquiries, resolves issues, and contributes to the success of our products to build positive relationships with customers, understand their unique needs, and contribute to overall customer satisfaction. Collaborates with the senior support team to address more complex technical challenges. Works closely with the support team to share knowledge, address challenges, and contribute to a collaborative team environment. What You Will Be Doing Monitor support queues to ensure urgent tickets are identified and addressed promptly. Respond to customer inquiries and resolve support issues, including financial calculations, market transaction processing, file interface automation, and data reconciliation. Investigate alerts such as missing client files or processing issues and drive resolution. Provide in‑depth product support by researching issues and applying established templates and procedures. Facilitate user training sessions as needed. Communicate incidents clearly and follow the FIS incident management process. Coordinate with internal and external teams, including development, infrastructure, and other technical partners. Escalate complex technical issues to subject matter experts and track resolution. Document customer interactions and recurring issues to support product quality and development initiatives. Participate in a rotating Sunday validation schedule (first weekend of the month) and occasional evening coverage. Perform other related duties as assigned.

Requirements

• Strong analytical, organizational, and time‑management skills.
• Ability to work independently while collaborating effectively with cross‑functional teams.
• Excellent verbal and written communication skills.
• Strong problem‑solving skills and attention to detail.
• Comfort working in a queue‑based support environment.
• Experience following structured processes and templates.
• Fintech or financial services experience required.
• Bachelor’s degree in FinTech, Finance, Information Systems, or a related field, or currently completing degree requirements. Or a combination of experience.

Nice To Haves

• Knowledge of FIS products is a plus.

Responsibilities

• Monitor support queues to ensure urgent tickets are identified and addressed promptly.
• Respond to customer inquiries and resolve support issues, including financial calculations, market transaction processing, file interface automation, and data reconciliation.
• Investigate alerts such as missing client files or processing issues and drive resolution.
• Provide in‑depth product support by researching issues and applying established templates and procedures.
• Facilitate user training sessions as needed.
• Communicate incidents clearly and follow the FIS incident management process.
• Coordinate with internal and external teams, including development, infrastructure, and other technical partners.
• Escalate complex technical issues to subject matter experts and track resolution.
• Document customer interactions and recurring issues to support product quality and development initiatives.
• Participate in a rotating Sunday validation schedule (first weekend of the month) and occasional evening coverage.
• Perform other related duties as assigned.

Benefits

• Opportunities to innovate in fintech.
• Tools and resources for personal and professional growth.
• An inclusive and diverse work environment.
• Resources to invest in your community.
• Competitive salary and comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees