Product Technical Support Analyst II

About the Role

This is an entry‑level to early‑career Client Support role focused on resolving client issues related to financial functions within a complex software platform (e.g., reporting, calculations, and workflow processes). The position is externally facing and part of a distributed team (including Jacksonville and remote members). It requires a self‑starter who can learn independently while working in a ticket‑driven environment. This role is ideal for candidates with experience in financial services, banking, or client support within financial systems.

• Serve as a primary point of contact for clients
• Manage and resolve client issues submitted through support queues and tickets
• Troubleshoot functional issues such as reporting discrepancies and calculation errors (rates, cash management)
• Analyze issues, identify root causes, and coordinate with internal teams to deliver resolutions
• Support a defined portfolio of clients and build strong working relationships
• Collaborate with senior team members on more complex issues
• Maintain accurate documentation and follow‑through on all client interactions

• 2+ years of client support experience (software, banking, or financial services preferred)
• Experience working directly with clients (including face‑to‑face or external support)
• Basic understanding of financial services concepts (e.g., banking operations, cash management)
• Strong problem‑solving and analytical skills with ability to troubleshoot functional issues
• Ability to manage and prioritize multiple tickets independently
• Self‑starter with strong learning agility and accountability
• Excellent communication skills across technical and non‑technical audiences
• Collaborative mindset with willingness to share knowledge and support team success

• 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 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