Senior Application & Technical Support Specialist (Financial Institutions)
About The Position
As a Senior Application & Technical Support Specialist supporting our Axiom Financial Institutions (FI) solutions, you will provide application guidance and technical support to customers across financial planning, forecasting, and reporting workflows. You will partner directly with finance and operations stakeholders to resolve complex system and data challenges, ensuring their Axiom solutions are operating effectively and delivering accurate, reliable insights. In this role, you will combine strong financial systems knowledge with advanced troubleshooting skills to support customer success, drive issue resolution, and contribute to continuous improvement.
Requirements
- 4–6+ years of experience working at a bank or credit union in financial operations or financial systems support
- Experience supporting financial planning, budgeting, or reporting systems
- Strong understanding of budgeting, forecasting, and variance analysis
- Proven ability to troubleshoot complex technical and data-related issues
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
Nice To Haves
- Experience supporting financial institutions (banking, credit unions, or fintech)
- Experience using Axiom, Stratajazz, or EPSI solutions
- Familiarity with SQL or data structures
- Advanced Excel skills
- Experience with Salesforce or case management tools
- Customer-facing support or consulting experience
Responsibilities
- Financial Systems Expertise – Demonstrate strong knowledge of Axiom FI modules and financial planning processes, including budgeting, forecasting, and reporting, to effectively support customer needs.
- Advanced Issue Troubleshooting & Resolution - Investigate and resolve complex and escalated customer issues related to data, calculations, integrations, and system performance. Perform root cause analysis and implement sustainable solutions.
- Customer Communication & Ownership - Own customer communication from initial contact through resolution. Provide clear guidance, set expectations, and ensure a high-quality customer experience.
- Stakeholder Partnership - Build relationships with customer stakeholders, including senior finance and operations leaders, to understand business needs and support effective system usage.
- Data Analysis & Problem Solving - Analyze financial data, models, and system outputs to identify discrepancies, validate results, and recommend solutions aligned with business objectives.
- Cross-Functional Collaboration - Partner with Product, Engineering, and DevOps teams to escalate and resolve issues, while providing feedback to improve product functionality and customer experience.
- Knowledge Sharing & Mentorship - Share expertise with team members, contribute to documentation, and help elevate team capabilities through guidance and best practices.
- Continuous Improvement - Identify trends in customer issues and recommend improvements to processes, configurations, and system usage.
- Operational Excellence - Effectively prioritize and manage multiple cases, ensuring timely resolution within SLAs and accurate documentation of all interactions.
Benefits
- Strata also provides discretionary variable pay programs based on role.
- In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
