Technical Product Support Analyst - Capital Markets

FIS•Jacksonville, FL

2d•$27 - $46

About The Position

FIS is hiring a Technical Product Support Analyst to support global financial institutions using its Capital Markets platform. The role provides timely, accurate, and coordinated help for technical and product-related client queries. The analyst serves as a key contact for client issues, ensuring requests are triaged, validated, and progressed in accordance with service level agreements, with clear communication throughout. The analyst owns investigations into complex technical issues, working with clients to understand and resolve challenges. This includes analyzing logs, data feeds, APIs, JSON files, and client configurations, and replicating scenarios when needed to identify root causes. The role partners with engineering, product, knowledge management, and subject matter experts to minimize disruption, improve response times, support implementations and product adoption, and help clients get value from the platform. The position also supports software releases and client onboarding and contributes to continuous improvement of support workflows. The required work hours are 8:00 a.m.–5:00 p.m. EST. Occasional overtime may be required based on business needs and client priorities. Weekends are not required except for exceptional business-critical events. Travel is less than 10%.

Requirements

Capital Markets experience is required.
Experience supporting or implementing enterprise software in a client-facing environment.
Strong technical capability, including the ability to configure and deploy components for troubleshooting and client support.
Experience troubleshooting APIs, logs, data feeds, JSON files, and client configurations.
Proven client management skills and experience building relationships in complex, demanding organizations.
Proactive, self-motivated approach with strong problem-solving and analytical skills.
Excellent written and verbal communication skills, with the ability to communicate clearly and concisely.
Experience prioritizing and managing multiple client issues while meeting service level agreements.

Nice To Haves

Knowledge of financial services regulatory frameworks, including regulatory change, compliance, and governance requirements.
Experience supporting SaaS or cloud-based enterprise platforms.
Hands-on experience with JIRA or other ticket management systems.
Experience supporting software releases, onboarding activities, or client implementations.
Exposure to post-trade, regulatory reporting, trading, or market infrastructure environments.
Knowledge of REST APIs, data integration concepts, and troubleshooting data feeds.
Experience working with global financial institutions.

Responsibilities

Own the triage and timely resolution of client queries, meeting service level agreements.
Build product knowledge to support client challenges, including day-to-day usage, technical queries, and interpretation of product logic.
Triage and validate incoming tickets to ensure they are complete and ready for investigation, including logs, JSON files, and environment details.
Manage the full ticket lifecycle in JIRA, including accurate updates, time tracking, and clear client communication.
Assess issue impact and urgency, assign appropriate priority levels, and escalate when needed.
Investigate and resolve issues involving logs, data feeds, APIs, and client configurations, replicating scenarios where necessary.
Collaborate with engineering, product, and knowledge teams on client implementations, product adoption, and technical troubleshooting.
Support software release processes and ongoing client onboarding activities.
Build client relationships and understand clients’ business challenges and how the platform can support them.
Improve support workflows and processes to enhance efficiency and client experience.