Senior Customer Support Analyst

Job description

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys. Senior Customer Support / Operations Analyst (AxiomSL) We’re looking for a Senior Customer Support / Operations Analyst (AxiomSL) to join our team, reporting to Senior Manager, Client Support Services. In this role, you’ll be a key point of contact for our clients, helping them resolve complex technical and functional issues while ensuring they get the most value from the AxiomSL platform. You’ll play a critical role in supporting global regulatory compliance solutions, working closely with clients and internal teams to troubleshoot issues, improve processes, and deliver a reliable, high-quality support experience. You’ll fit right in if you’re detail-oriented, customer-focused, and technically curious , enjoy solving complex problems, and thrive in a collaborative, fast-paced, global environment. What You’ll Do Provide expert-level functional and technical support for AxiomSL products, resolving client issues through the Case Management System, email, and live calls or meetings. Take end-to-end ownership of customer issues, including issue replication, root cause analysis, resolution, and clear client communication. Troubleshoot and analyze issues related to AxiomSL architecture, databases, operating systems, JVM, networks, and cloud infrastructure. Partner closely with Engineering, Product Management, and other Support teams to escalate, track, and resolve complex incidents within defined SLAs. Contribute to continuous improvement by documenting solutions, creating knowledge base articles, and enhancing internal processes and documentation. What You’ll Bring Bachelor’s degree or equivalent practical experience. 5+ years of experience in Technical Support, System Administration, QA, or Software Development. Hands-on experience with databases (Oracle, PostgreSQL, SQL Server, MySQL or similar), including the ability to create, analyze, and modify SQL queries. Strong troubleshooting skills across Linux and Windows server environments and web-based applications. Excellent communication skills in English (C1–C2), with the ability to work effectively in collaborative, global teams. Nice to Have Experience supporting financial, regulatory, or compliance platforms. Familiarity with ISO-9001 processes, SLAs, and incident management frameworks. Experience working in cloud-based or SaaS environments. This position will be located in Mexico City and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates. Come as You Are Nasdaq is an equal opportunity employer. We welcome people from all backgrounds and identities. If you need any accommodation during the hiring process, just let us know. Benefits & Rewards We offer a competitive, well-rounded rewards package that supports you and your family, inside and outside of work. Actual pay depends on your skills, experience, education, and location. In addition to base pay, we offer short-term incentives (bonus or commission) and long-term incentives (equity), where applicable. Learn more on our Nasdaq Benefits & Rewards Career Page . Come as You Are Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities. We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated. We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.