Job Description
Role location: Required hybrid schedule in one of our talent centers, Jacksonville, Atlanta, Milwaukee or New York
About the Role:
As a Product Technical Support Analyst Lead, you will resolve complex product and technical issues, manage escalated support cases, and serve as a trusted resource for customers and internal teams. You will drive issues from initial assessment through resolution while delivering a high-quality customer experience. This role combines advanced troubleshooting, stakeholder communication, and continuous process improvement.
Your Key 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.
- Analyze trends and recurring issues to recommend product, process, and service improvements.
- Lead or contribute to projects and initiatives that enhance support delivery and customer satisfaction.
What You Bring:
Required 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.
Preferred Qualifications
- Experience with incident management, problem management, or service delivery best practices.
- Experience leading projects, operational initiatives, or cross-functional efforts.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
The Impact You'll Make:
As a Product Technical Support Analyst Lead, you will play a key role in delivering exceptional customer support and operational excellence. You will work closely with product, technology, and service teams to resolve complex issues, improve service quality, and enhance the customer experience. Your expertise and insights will help drive continuous improvement across support operations and contribute to the success of our customers and business.
Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.
We offer:
- Internal career growth opportunities
- Opportunities to innovate in fintech
- Inclusive and diverse team atmosphere
- Professional and personal development
- Resources to contribute to your community
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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