Fintech Technical & Product Support Specialist

FIS; Jacksonville (FL); On-site; USD 77,146,000 - 133,627,000; Full time

Benefits offered by this job

Competitive salary and benefits

Always-on learning and development

Collaborative work environment

Job summary

FIS is seeking a Technical and Product Support specialist to assist global financial institutions using our platform. You will triage, investigate, and resolve complex technical and product queries, coordinating with engineering and product teams to ensure swift, high-quality client outcomes.

You will own the ticket lifecycle, validate requests, and maintain clear client communication while supporting onboarding and release processes in a fast-paced capital markets environment.

Qualifications

• Capital Markets experience is required.
• Knowledge of financial services regulatory frameworks is highly desirable, including regulatory change, compliance, and governance requirements.
• 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.
• Experience troubleshooting APIs, logs, data feeds, JSON files, and client configurations.
• Proven client management skills, with experience building relationships in complex, demanding organizations.
• Excellent written and verbal communication skills, with the ability to convey information clearly and concisely.
• Experience prioritizing and managing multiple client issues while meeting service level agreements.

Responsibilities

• 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, develop 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.

Skills

Capital Markets

Regulatory knowledge

Client relationship management

Technical troubleshooting

Communication skills

Financial services knowledge

Tools

JIRA

Job description

FIS is seeking a Technical and Product Support specialist to assist global financial institutions using our platform. You will triage, investigate, and resolve complex technical and product queries, coordinating with engineering and product teams to ensure swift, high-quality client outcomes.

You will own the ticket lifecycle, validate requests, and maintain clear client communication while supporting onboarding and release processes in a fast-paced capital markets environment.