Senior Product Technical Support Analyst (Hybrid-Milwaukee)

FIS; Milwaukee (WI); Hybrid; USD 85,000 - 105,000; Full time

Job summary

FIS is seeking a Product Technical Support Analyst Senior based in Milwaukee with a hybrid work arrangement. You will resolve complex product and technical issues, manage escalations, and serve as a trusted resource for customers and internal teams.

The role emphasizes root-cause analysis, process improvements, and delivering a high-quality customer experience. You will collaborate across product, technology, and service teams to drive issues from initial assessment to resolution, creating

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 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

Troubleshooting

Analytical thinking

Problem solving

Communication

Documentation and knowledge management

Education

Bachelor's degree in IT/CS/Business or related field

Job description

FIS is seeking a Product Technical Support Analyst Senior based in Milwaukee with a hybrid work arrangement. You will resolve complex product and technical issues, manage escalations, and serve as a trusted resource for customers and internal teams.

The role emphasizes root-cause analysis, process improvements, and delivering a high-quality customer experience. You will collaborate across product, technology, and service teams to drive issues from initial assessment to resolution, creating