Analyst Senior, Product Technical Support

FIS Management Services LLC; Milwaukee (WI); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Fintech impact

Career growth

Learning opportunities

Inclusive environment

Job summary

FIS is seeking a Senior Product Technical Support Analyst for a hybrid role based in Milwaukee. The position focuses on resolving complex product and technical issues, managing escalations, and delivering high-quality customer experience across product, technology, and service teams.

The role demands advanced troubleshooting, strong communication, and continuous process improvement to drive support excellence and operational efficiency within a fintech context.

Qualifications

• Experience supporting enterprise software 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.

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.

Skills

Enterprise software support

Troubleshooting

Escalation management

Communication skills

Knowledge base creation

Education

Bachelor's degree or equivalent

Job description

About the Role:

Role location: required hybrid schedule in Milwaukee. As a Product Technical Support Analyst Senior, 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.

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.

Required Qualifications:

• 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 Senior, 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.

Here’s what else we offer:

• Opportunities to make an impact in fintech
• Internal career growth opportunities
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back 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

Recruitment 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.