Analyst II, Product Technical Support

Job description

We are looking for a Technical and Product Support specialist to support global financial institutions using our platform. This role is central to delivering an exceptional client experience by providing timely, accurate, and well-coordinated support across both technical and product-related queries. You will act as a key point of contact for client issues, ensuring all requests are effectively triaged, validated, and progressed in line with service level agreements, while maintaining clear and consistent communication throughout. In addition to managing incoming queries, you will support our clients with more complex technical issues, taking ownership of investigations and working closely with them to understand and resolve challenges. This includes analysing logs, data feeds, APIs, and client configurations to identify root causes and provide clear, effective solutions. Partnering with engineering, product, and subject matter experts, you will act as an advocate for the client, helping to minimise disruption, improve response times, and ensure they get the most value from the platform. What you’ll be doing: Own the triage and timely resolution of client queries, ensuring SLAs are consistently met Build a strong understanding of the product to support a wide range of client challenges, from day-to-day usage to technical queries and logic interpretation Triage and validate incoming tickets to ensure they are complete and “investigation-ready,” including logs, JSON files, and environment details Manage the full ticket lifecycle within JIRA, ensuring accurate updates, time tracking, and clear client communication Assess issue impact and urgency to assign appropriate priority levels and escalate where required Investigate and resolve issues across logs, data feeds, APIs, and client configurations, including replicating scenarios where needed Collaborate with engineering, product, and knowledge teams to support client implementations, product adoption, and technical troubleshooting Support software release processes and ongoing client onboarding activities Build strong client relationships, developing an understanding of their business challenges and how the platform best supports them Contribute to the continuous improvement of support workflows and processes to enhance efficiency and client experience ​ What you should have: Financial markets experience is required, exposure to regulatory frameworks would be beneficial. Experience supporting or implementing enterprise software in a client-facing environment Strong technical capability, with the ability to configure and deploy components for troubleshooting and client support Proven client management skills, with experience building relationships in complex, demanding organisations A proactive, self-motivated mindset with strong problem-solving and analytical skills Excellent written and verbal communication skills, with the ability to convey information clearly and concisely ​ ​ What We Offer You: At FIS, you can grow your career as far as you want to take it. Here’s what else we offer: Opportunities to make an impact in fintech Personal and professional learning Inclusive, diverse work environment Resources to give back to your community Competitive salary and benefits “FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is 93,150.00 - 121,095.00 PLN Annual and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.” 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 . 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. #pridepass