Analyst Lead, Product Technical Support

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 7 -10 years of customer service experience in a software service company and/or trust industry related experience is desired. Experience as a programmer or developer is a benefit but not required. Extensive knowledge on Global Plus application is a definite asset. Experience with SWIFT and Interfaces. Experience in Financial Services including, Corporate Action Processing, Income and Trading and Vison. 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 FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice. FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.