In this hybrid role at FIS Global, you will lead technical support work for complex product issues and guide escalated cases to resolution.

Own complex incidents and service requests through full resolution, focused on timely, effective outcomes.
Perform advanced troubleshooting for product and technical issues, including root cause analysis.
Coordinate escalations when needed to drive cases to closure.
Provide clear updates on status, resolutions, and recommendations to customers and internal stakeholders.
Maintain service level commitments while spotting opportunities to improve support processes and operational efficiency.
Create and maintain knowledge articles, documentation, and other support resources.
Review trends and recurring issues to recommend improvements across product, process, and services.
Lead or participate in projects and initiatives that strengthen support delivery and customer satisfaction.

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, including cross-team collaboration.
Proven ability to document solutions, build knowledge resources, and drive process improvements.

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.

Required hybrid schedule in one of the following talent centers: Jacksonville, Atlanta, Milwaukee, or New York

Analyst Lead, Product Technical Support

Job Description