Technical Product Support Analyst - Capital Markets

FIS•Jacksonville, FL

About The Position

FIS is seeking a Technical and Product Support specialist to support global financial institutions using its Capital Markets platform. The role delivers timely, accurate, and coordinated assistance with technical and product-related questions, serving as a key contact for client issues and ensuring requests are triaged, validated, and progressed in accordance with service level agreements (SLAs), with clear communication throughout. The specialist 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 and recommend solutions. The role partners with engineering, product, implementation, knowledge, and subject matter expert teams to advocate for clients, support implementations and adoption, assist with releases and onboarding, and improve support workflows. The position requires Capital Markets experience and strong technical, analytical, client-management, and communication skills. Work hours are 8:00 a.m. to 5:00 p.m. EST. Occasional overtime may be required based on business needs and client priorities. Weekends are not normally required, except for exceptional business-critical events. Travel is less than 10%.

Requirements

Capital Markets experience is required.
Knowledge of financial services regulatory frameworks, including regulatory change, compliance, and governance requirements, is highly desirable.
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 convey information clearly and concisely.
Experience prioritizing and managing multiple client issues while meeting SLAs.

Nice To Haves

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, ensuring SLAs are met.
Develop product knowledge to support client challenges involving day-to-day usage, technical questions, and interpretation of product logic.
Triage and validate incoming tickets so they are complete and ready for investigation, including required 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 required.
Investigate and resolve issues involving logs, data feeds, APIs, and client configurations, replicating scenarios when needed.
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 their business challenges and how the platform can support them.
Improve support workflows and processes to enhance efficiency and client experience.