Analyst Lead, Product Technical Support

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Job Description

Leads the team in providing advanced technical support to customers, handling complex inquiries, and troubleshooting advanced product-related issues. Takes ownership of escalated technical issues, ensuring timely resolution and maintaining a high level of customer satisfaction. Provides insights into product enhancements based on comprehensive customer interactions.

What You Will Be Doing

• Serve as a primary support resource for clients using Treasury Management software.

• Build and maintain strong client relationships while acting as a trusted advisor on treasuryrelated issues.

• Handle complex and escalated client inquiries, taking full ownership through resolution.

• Troubleshoot issues related to cash management, foreign exchange, interest rates, and treasury workflows.

• Work crossfunctionally with internal teams (product, technology, operations) to identify root causes and implement fixes.

• Manage and prioritize work queues independently, ensuring timely responses and resolutions.

• Apply data analysis and basic SQL knowledge to investigate issues and validate solutions.

• Provide insights and recommendations for product enhancements based on client interactions and recurring issues.

• Lead large initiatives or processes related to client support or operational improvement.

• Perform other related duties as assigned.

What You Bring

• Experience supporting financial or treasury management solutions.

• Experience working directly with clients to troubleshoot issues and drive resolutions.

• Selfstarter mentality with the ability to work independently through support queues.

• Leadership experience or demonstrated readiness for a leadership track.

• Basic SQL knowledge and comfort working with data to analyze and resolve issues.

• Strong analytical, problemsolving, and decisionmaking skills.

• Excellent written and verbal communication skills.

• Comfortable working with minimal supervision on complex and highimpact issues.

Privacy Statement

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.

EEOC Statement

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 supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.

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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