Analyst Lead, Product Technical Support

Fidelity Information Services, LLC; Atlanta (GA); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Internal career growth opportunities

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Job summary

Fidelity Information Services, LLC is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalations, and deliver high-quality customer experiences. You will drive issues from assessment to resolution while coordinating with product, technology, and service teams.

The role emphasizes advanced troubleshooting, cross-functional collaboration, and continuous process improvement to enhance support delivery and customer satisfaction.

Qualifications

• 7–10 years of customer service in a software/service/trust industry.
• Experience supporting enterprise software or business applications
• Strong troubleshooting and analytical/problem‑solving abilities
• Experience managing complex customer issues and escalations
• Excellent written and verbal communication, cross-team collaboration
• Experience documenting solutions and driving process improvements
• Knowledge of Global Plus application is a definite asset
• Experience with SWIFT and interfaces

Responsibilities

• Manage complex incidents and service requests through full resolution
• Troubleshoot advanced product and technical issues with root cause analysis
• Communicate status, resolutions, and recommendations to customers and stakeholders
• Meet SLAs while identifying opportunities to improve support processes
• Create and maintain knowledge articles and support resources
• Analyze trends to recommend product, process, and service improvements
• Lead or contribute to projects that enhance support delivery and customer satisfaction

Skills

Customer service

Troubleshooting

Analytical skills

Problem-solving

Communication skills

Documentation

Escalation management

Education

Bachelor's degree in IT/CS/Business or equivalent

Tools

SWIFT

Interfaces

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Position Type

Full time

Job Description

Every day at FIS, innovators, problem solvers and changemakers work together to create technology that advances the world of finance. We embrace new ideas, challenge what's possible and empower our teams to make a lasting impact. If you're ready to help shape the future of fintech, unlock your next chapter with FIS.

Role location~

Required hybrid schedule in one of our talent centers, Jacksonville, Atlanta, or Milwaukee.

About The Role

As a Product Technical Support Analyst Lead, you will resolve complex product and technical issues, manage escalated support cases, and serve as a trusted resource for customers and internal teams. You will drive issues from initial assessment through resolution while delivering a high-quality customer experience. This role combines advanced troubleshooting, stakeholder communication, and continuous process improvement.

Your Key Responsibilities

• Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes
• Troubleshoot advanced product and technical issues, performing root cause analysis and coordinating escalations when needed
• Communicate status, resolutions, and recommendations to customers and internal stakeholders
• Meet service level commitments while identifying opportunities to improve support processes and operational efficiency
• Create and maintain knowledge articles, documentation, and support resources
• Analyze trends and recurring issues to recommend product, process, and service improvements
• Lead or contribute to projects and initiatives that enhance support delivery and customer satisfaction

What You Bring

Required Qualifications

• 7 -10 years of customer service experience in a software service company and/or trust industry related experience is desired. Experience as a programmer or developer is a benefit but not required. Extensive knowledge on Global Plus application is a definite asset. Experience with SWIFT and Interfaces. Experience in Financial Services including, Corporate Action Processing, Income and Trading and Vison
• Experience supporting enterprise software, technology products, or business applications
• Strong troubleshooting, analytical, and problem-solving skills
• Experience managing complex customer issues and escalations in a service-oriented environment
• Excellent written and verbal communication skills with the ability to collaborate across teams
• Experience documenting solutions, building knowledge resources, and driving process improvements

Preferred Qualifications

• Experience with incident management, problem management, or service delivery best practices
• Experience leading projects, operational initiatives, or cross-functional efforts
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience

The Impact You'll Make

As a Product Technical Support Analyst Lead, you will play a key role in delivering exceptional customer support and operational excellence. You will work closely with product, technology, and service teams to resolve complex issues, improve service quality, and enhance the customer experience. Your expertise and insights will help drive continuous improvement across support operations and contribute to the success of our customers and business.

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

We Offer

• Internal career growth opportunities
• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer~ In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

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