Senior Product Tech Support Analyst - Hybrid Milwaukee

FIS; Brown Deer (WI); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Impact in fintech

Internal career growth opportunities

Personal and professional learning

Inclusive, diverse work environment

Job summary

FIS is seeking a Product Technical Support Analyst Senior in Milwaukee on a hybrid schedule. You will resolve complex product and technical issues, manage escalated support cases, and serve as a trusted resource for customers and internal teams.

The role combines advanced troubleshooting, stakeholder communication, and ongoing process improvement. You will lead incidents from initial assessment to resolution, communicate status and recommendations, and drive improvements in support operations to

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.

Responsibilities

• Manage complex incidents and service requests through full resolution, ensuring timely outcomes.
• Troubleshoot advanced product and technical issues, perform root cause analyses, escalate when needed.
• Communicate status, resolutions, and recommendations to customers and internal stakeholders.
• Meet service level commitments while identifying opportunities to improve support processes.
• Create and maintain knowledge articles, documentation, and support resources.

Skills

Enterprise software support

Troubleshooting

Escalation management

Communication skills

Documentation & knowledge base

Education

Bachelor's degree or equivalent experience

Job description

FIS is seeking a Product Technical Support Analyst Senior in Milwaukee on a hybrid schedule. You will resolve complex product and technical issues, manage escalated support cases, and serve as a trusted resource for customers and internal teams.

The role combines advanced troubleshooting, stakeholder communication, and ongoing process improvement. You will lead incidents from initial assessment to resolution, communicate status and recommendations, and drive improvements in support operations to