Product Technical Support Analyst Senior (Trading)

FIS SG Systems Philippines Inc.; Makati; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

FIS is seeking a Product Technical Support professional to work with clients of the Trading Application FIS Trading Suite (formerly Valdi). The role is hybrid with three days in-office and two days remote, serving APAC clients from the Manila region.

You will handle inquiries, provide in-depth product support, troubleshoot, document issues, and collaborate with a regional CX team to improve product quality and customer satisfaction.

Qualifications

• At least 6 years of combined experience as an application or software support specialist.
• Strong analytical and problem-solving skills.
• Experience supporting trading environments or platforms (e.g., Fidessa, Ullink, Bloomberg, Refinitiv).
• Strong understanding of trading processes (Buy Side, Sell Side, Exchange).
• Excellent English communication skills.
• Able to work independently.
• Bonus if familiar with Valdi.

Responsibilities

• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.
• Provide in-depth product support and researching client issues.
• Troubleshoot problems with equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Recreates client issues in test environment, identifies how applications and systems interact to support business processes.
• Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Other related duties as assigned.

Skills

Analytical thinking

Problem solving

Trading platforms

English communication

Independent worker

Tools

Valdi (FIS Trading Suite)

Job description

Every transaction tells a story. Every innovation creates new possibilities. At FIS, we build the technology that helps businesses and communities thrive. Join us and be part of a team that embraces curiosity, values diverse perspectives and turns ideas into action.

Role location

Hybrid (three days in-office, two days virtual)

Job Summary

As a Product Technical Support, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application for our Trading Application FIS Trading Suite (formerly Valdi).

About the team

You will be part of a APAC Regional CX Team supporting clients under Trading who are using FIS Proprietary platform. The team is distributed strategically across APAC to cover countries in the region.

Your key responsibilities

• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.
• Provide in-depth product support and researching client issues.
• Troubleshoot problems with equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
• Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Other related duties as assigned.

What you bring

• Must have At least 6 years of combined experience working as an application or software support specialist
• Demonstratable strong analytical & problem-solving skills.
• Experience supporting Trading environments or platforms (e.g., Fidessa, Ullink, Bloomberg, Refinitiv, etc) is preferred.
• A strong understanding of Trading process (Buy Side, Sell Side, Exchange) is preferred.
• Experience in financial services industry is preferred.
• Excellent English communication skills
• Organizational and time management skills and the ability to work independently.
• Added bonus if you have: Familiar with Valdi (FIS Trading Suite)

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology

Our benefits include

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Internal career growth opportunities
• Inclusive and diverse work environment
• Resources to invest in your community

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Ready to build what's next? At FIS, you'll have the opportunity to grow your career, contribute your ideas, and help create technology that powers the global economy.