Technical Product Support Analyst - Capital Markets

FIS Global•New York, NY

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 is part of a collaborative, client-focused team and works closely with Product, Engineering, Implementation, and Knowledge Management teams to help clients maximize platform value and receive a seamless support experience. The analyst is a key contact for technical and product-related client queries, ensuring requests are triaged, validated, and progressed according to service level agreements, with clear communication throughout. The role also involves owning investigations into complex issues by analyzing logs, data feeds, APIs, and client configurations, and working with clients and internal specialists to identify root causes and solutions. The analyst supports product adoption, implementations, releases, onboarding, and ongoing improvements to support processes. The position is full-time, with required work hours of 8:00 a.m. to 5:00 p.m. EST. Occasional overtime may be required based on business needs and client priorities. Weekend work is not required except for exceptional business-critical events. Travel is less than 10%. The stated target salary range is $27.07–$46.03; the posting does not specify the pay period or currency.

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 and self-motivated approach, with strong problem-solving and analytical skills.
Excellent written and verbal communication skills, including 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, ensuring service level agreements are met.
Build product knowledge to support client challenges involving day-to-day usage, technical questions, and logic interpretation.
Triage and validate incoming tickets so 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 required.
Investigate and resolve issues involving logs, data feeds, APIs, and client configurations, including 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 clients’ business challenges and how the platform can support them.
Contribute to continuous improvement of support workflows and processes to improve efficiency and client experience.