Product Technical Support Analyst

FIS; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Private healthcare

27 days vacation

Hybrid: 2 days work from home

Job summary

Fidelity Information Services, LLC in the United States is seeking an experienced technical support professional to serve as the primary contact for clients and production environments within the Adaptiv CX team.

You will own incidents, investigate issues across SQL Server, Windows, .NET apps and hosted infrastructure, coordinate with global teams, and communicate clearly with clients while contributing to resilience and production-change activities.

Qualifications

• Strong experience supporting enterprise applications, production environments or financial software.
• Ability to progress technical investigations independently, manage competing priorities and collaborate across globally distributed teams.
• Hands-on Microsoft SQL Server skills, including T-SQL, SQL Server Management Studio, SQL Agent jobs and investigation of blocking and performance issues.
• Practical knowledge of Windows Server, services, event logs, scheduled tasks and system-resource troubleshooting.
• Understanding of .NET-based and web-hosted enterprise applications, including IIS.
• Knowledge of networking concepts including TCP/IP, DNS, ports, firewalls and connectivity diagnostics.
• Strong troubleshooting skills across application, database and infrastructure layers.
• Experience investigating production incidents, reviewing logs and performing structured root cause analysis.
• Strong English communication skills with the ability to explain technical issues clearly to clients and stakeholders.
• Experience in financial services, banking, capital markets or credit risk.
• Experience supporting risk-management, hosted, SaaS or managed-service platforms.
• Knowledge of disaster recovery, failover, batch processing and resilience testing.
• Experience using PowerShell or Python to support diagnostics, automate routine checks and improve operational efficiency.
• Familiarity with XML and JSON data formats and their use in application interfaces.
• Exposure to Citrix, VMware, AWS, clustering or load-balancing technologies.

Responsibilities

• Act as a primary technical support contact for clients and production environments.
• Own incidents, service requests and escalations through investigation, remediation and validation.
• Troubleshoot applications, SQL Server, Windows services, interfaces and infrastructure using logs, queries and operational tools.
• Investigate batch-processing failures, scheduled jobs, data workflows and application connectivity issues.
• Coordinate resolution across Product Support, Operations, Infrastructure, Network, Database and Development teams.
• Translate technical findings and resolution progress into clear client and stakeholder communications.
• Contribute to root cause analysis, identifying contributing factors, monitoring gaps and preventative actions.
• Support maintenance, releases, disaster recovery and production-change activities, including technical validation.
• Participate in regular weekend on-call coverage and occasional out-of-hours support for critical incidents and planned maintenance.
• Work with Operations teams to improve monitoring, alerting, knowledge base articles and runbooks.

Skills

Microsoft SQL Server

T-SQL

SQL Server Management Studio

SQL Agent

Windows Server

IIS

PowerShell

Python

Networking concepts

Root cause analysis

English communication

Disaster recovery

Cloud concepts (AWS)

Citrix

VMware

Tools

SQL Server Management Studio

SQL Agent

PowerShell

Python

IIS

Citrix

VMware

AWS

Job description

Описание:

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS? The Adaptiv Client Experience (CX) team serves as the primary point of contact for clients and supports business‑critical production environments. This role combines client relationship management and incident ownership with hands‑on technical investigation across Adaptiv applications, Microsoft SQL Server, Windows, .NET‑based services, and the supporting hosted infrastructure.

Задачи:

• Act as a primary technical support contact for clients and production environments
• Own incidents, service requests and escalations through investigation, remediation and validation
• Troubleshoot applications, SQL Server, Windows services, interfaces and infrastructure using logs, queries and operational tools
• Investigate batch-processing failures, scheduled jobs, data workflows and application connectivity issues
• Coordinate resolution across Product Support, Operations, Infrastructure, Network, Database and Development teams
• Translate technical findings and resolution progress into clear client and stakeholder communications
• Contribute to root cause analysis, identifying contributing factors, monitoring gaps and preventative actions
• Support maintenance, releases, disaster recovery and production‑change activities, including technical validation
• Participate in regular weekend on‑call coverage and occasional out‑of‑hours support for critical incidents and planned maintenance
• Work with Operations teams to improve monitoring, alerting, knowledge base articles and runbooks

Требования:

• Strong experience supporting enterprise applications, production environments or financial software
• Ability to progress technical investigations independently, manage competing priorities and collaborate across globally distributed teams
• Hands‑on Microsoft SQL Server skills, including T‑SQL, SQL Server Management Studio, SQL Agent jobs and investigation of blocking and performance issues
• Practical knowledge of Windows Server, services, event logs, scheduled tasks and system‑resource troubleshooting
• Understanding of .NET‑based and web‑hosted enterprise applications, including IIS
• Knowledge of networking concepts including TCP/IP, DNS, ports, firewalls and connectivity diagnostics
• Strong troubleshooting skills across application, database and infrastructure layers
• Experience investigating production incidents, reviewing logs and performing structured root cause analysis
• Strong English communication skills with the ability to explain technical issues clearly to clients and stakeholders
• Experience in financial services, banking, capital markets or credit risk
• Experience supporting risk‑management, hosted, SaaS or managed‑service platforms
• Knowledge of disaster recovery, failover, batch processing and resilience testing
• Experience using PowerShell or Python to support diagnostics, automate routine checks and improve operational efficiency
• Familiarity with XML and JSON data formats and their use in application interfaces
• Exposure to Citrix, VMware, AWS, clustering or load‑balancing technologies

Условия:

• A work environment built on collaboration, flexibility and respect
• Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home - 2 days a week, etc.)
• Varied and challenging work to help you grow your technical skillset