Analyst Senior, Product Technical Support

FIS Global offers the chance to make a real impact in fintech while working in a hybrid setup in Milwaukee. You will join an inclusive, diverse work environment with support for personal and professional learning, internal career growth, and resources that help you give back to your community.

What you will be doing

As a Senior Product Technical Support Analyst, you will resolve complex product and technical issues and help move escalated cases through to completion. You will act as a trusted resource for both customers and internal teams, working from initial assessment through resolution while maintaining a high-quality customer experience.

• Manage complex incidents and service requests from start to finish, supporting timely and effective outcomes.
• Troubleshoot advanced product and technical issues, perform root cause analysis, and coordinate escalations when needed.
• Provide clear updates on status, resolutions, and recommendations to customers and internal stakeholders.
• Meet service level commitments while finding opportunities to improve support processes and operational efficiency.
• Create and maintain knowledge articles, documentation, and other support resources.

What you bring

• 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.

Education and preferred background

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
• Preferred: Experience with incident management, problem management, or service delivery best practices.
• Preferred: Experience leading projects, operational initiatives, or cross-functional efforts.

Role location

This role requires a hybrid schedule in Milwaukee (Brown Deer, WI).