Product Technical Support Analyst Senior - Trading

FIS; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

FIS in Manila is seeking a Technical and Product Support specialist to assist global financial institutions on our platform. You will triage, investigate, and resolve complex client issues across logs, data feeds, APIs, and configurations, ensuring timely responses within SLAs.

You will collaborate with engineering, product, and knowledge teams to support client implementations and ongoing onboarding. This hybrid role combines incident resolution with proactive support and continual service

Qualifications

• Hands-on experience with trade lifecycle including pre-trade, execution and post-trade phases.
• Strong SQL querying and data analysis skills, plus log review experience.
• Familiarity with APIs, JSON/XML, and batch processing troubleshooting.

Responsibilities

• Own triage and timely resolution of client queries, ensuring SLAs are met.
• Understand the product to support a wide range of client challenges, from usage to technical queries.
• Validate incoming tickets with logs, JSON files and environment details to be investigation-ready.
• Manage full ticket lifecycle in JIRA with accurate updates and clear client communication.
• Collaborate with engineering, product and knowledge teams to support implementations and troubleshooting.
• Support software release processes and client onboarding activities.
• Build strong client relationships and understand their business challenges for platform adoption.
• Contribute to continuous improvement of support workflows and client experience.

Skills

Trade lifecycle

SQL querying

Data analysis

Log analysis

API fundamentals

JSON/XML concepts

Batch processing troubleshooting

Client management

Problem solving

Communication skills

Job description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

Role location: Hybrid (three days in-office, two days virtual)

Job Summary:

We are looking for a Technical and Product Support specialist to support global financial institutions using our platform. This role is central to delivering an exceptional client experience by providing timely, accurate, and well-coordinated support across both technical and product-related queries. You will act as a key point of contact for client issues, ensuring all requests are effectively triaged, validated, and progressed in line with service level agreements, while maintaining clear and consistent communication throughout.

In addition to managing incoming queries, you will support our clients with more complex technical issues, taking ownership of investigations and working closely with them to understand and resolve challenges. This includes analyzing logs, data feeds, APIs, and client configurations to identify root causes and provide clear, effective solutions. Partnering with engineering, product, and subject matter experts, you will act as an advocate for the client, helping to minimize disruption, improve response times, and ensure they get the most value from the platform.

What you'll be doing:

• Own the triage and timely resolution of client queries, ensuring SLAs are consistently met

• Build a strong understanding of the product to support a wide range of client challenges, from day-to-day usage to technical queries and logic interpretation

• Triage and validate incoming tickets to ensure they are complete and "investigation-ready," including logs, JSON files, and environment details

• Manage the full ticket lifecycle within JIRA, ensuring accurate updates, time tracking, and clear client communication

• Assess issue impact and urgency to assign appropriate priority levels and elevate where required

• Investigate and resolve issues across logs, data feeds, APIs, and client configurations, including replicating scenarios where needed

• Collaborate with engineering, product, and knowledge teams to support client implementations, product adoption, and technical troubleshooting

• Support software release processes and ongoing client onboarding activities

• Build strong client relationships, developing an understanding of their business challenges and how the platform best supports them

• Contribute to the continuous improvement of support workflows and processes to enhance efficiency and client experience

What you bring:

• Hands on experience in Trade lifecycle (pre-trade, execution, post-trade)

• Experience in SQL querying, Data analysis. Log analysis , File processing and validation , API fundamentals , JSON/XML concept and Batch processing troubleshooting

• Financial markets experience is required, exposure to regulatory frameworks would be beneficial.

• Experience supporting or implementing enterprise software in a client-facing environment

• Strong technical capability, with the ability to configure and deploy components for troubleshooting and client support

• Proven client management skills, with experience building relationships in complex, demanding organizations

• A proactive, self-motivated mindset with strong problem-solving and analytical skills

• Excellent written and verbal communication skills, with the ability to convey information clearly and concisely

Good to have experience on:

• Equities, Fixed Income, FX, Derivatives

• Exchange Traded Derivatives (ETDs)

• Clearing and settlement concepts

• Prime brokerage and custody concepts

• Buy-side vs Sell-side workflows

What We Offer You:

• A competitive salary and benefits.

• A variety of career development tools, resources, and opportunities.

• A fantastic range of benefits designed to help support your lifestyle and wellbeing.

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.

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.