Analyst Lead Product Technical Support

JOB REQUIREMENTS: Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description Every day at FIS, innovators, problem solvers and changemakers work together to create technology that advances the world of finance. We embrace new ideas, challenge what\'s possible and empower our teams to make a lasting impact. If you\'re ready to help shape the future of fintech, unlock your next chapter with FIS. 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... For full info follow application link. 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. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/33333DEDE51A46E3