Product Tech Support Lead: Incident & Resolution

FIS Management Services LLC; Atlanta (GA); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Internal career growth

Fintech innovation

Inclusive team atmosphere

Professional development

Community involvement

Job summary

FIS is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalations, and serve as a trusted resource for customers and internal teams. You will drive issues from assessment through resolution while delivering high-quality customer experiences.

This role combines advanced troubleshooting, stakeholder communication, and ongoing process improvement across support operations within the financial technology space.

Qualifications

• 7-10 years of customer service experience in a software/service company or related field.
• Programming experience is a plus but not required.
• Extensive knowledge of Global Plus is a definite asset.
• Experience with SWIFT and Interfaces.
• Experience in Financial Services including Corporate Action Processing, Income and Trading.
• Experience supporting enterprise software or business applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience managing complex customer issues and escalations.
• Excellent written and verbal communication with cross-team collaboration.
• Experience documenting solutions and driving process improvements.

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 service level commitments and identify process improvements.
• Create and maintain knowledge articles and support resources.
• Analyze trends to recommend product and service improvements.
• Lead or contribute to projects that enhance support delivery and customer satisfaction.

Skills

Customer service

Troubleshooting

Communication

Escalations

Documentation

Process improvement

Programming (benefit)

Global Plus

SWIFT interfaces

Enterprise software

Education

Bachelor's degree in IT/CS/Business

Tools

Global Plus

SWIFT interfaces

Job description

FIS is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalations, and serve as a trusted resource for customers and internal teams. You will drive issues from assessment through resolution while delivering high-quality customer experiences.

This role combines advanced troubleshooting, stakeholder communication, and ongoing process improvement across support operations within the financial technology space.