Graduate Product Support Analyst

See yourself being part of a large, transformational change? This could be the role for you! Are you ready to kickstart your career in financial services technology? As a Graduate Support Analyst, you will join our Trading and Market Data team and build the technical, product and client-service skills needed to support financial technology solutions. Through a structured 12-month graduate programme, you will learn to respond to support queries, investigate issues and collaborate with experienced colleagues to deliver timely, effective outcomes for clients.

You will progressively take on more responsibility as your product knowledge and confidence grow. The programme is designed to create a pathway to permanent employment for graduates who perform strongly and add value to the team

What’s in It for you? You’ll receive extensive on-the-job training and mentoring, allowing you to deepen your technical skills while learning about the fintech landscape. This role is perfect for those who thrive in problem-solving environments and are excited to work closely with clients to make an impact.

If you’re adaptable, committed to delivering outstanding support, and excited by the opportunity to learn and grow, we’d love to meet you. Join us in building the future of financial services with a team that values going beyond, acting smart, and winning together! This role may occasionally involve after-hours work to support critical deployments. Our Graduate Program is designed to support local talent and promote diversity in the workplace.

We are therefore seeking applications from South African citizens aged 18 to 25, with no prior work experience, who belong to previously disadvantaged demographic groups. Please note that only short-listed candidates will be contacted for further steps in the selection process. Our aim is to offer permanent employment to graduates who excel in their role and add value to our team.

• Provide first-line support by responding to client queries and troubleshooting routine product-related issues.
• Build knowledge of Iress trading and market data products through structured training and hands-on learning.
• Log, track and document support cases accurately in the team’s ticketing system.
• Investigate issues, identify patterns and develop basic root cause analysis skills.
• Escalate unresolved or complex issues to experienced team members with clear findings and supporting information.
• Collaborate with Product, Engineering and Implementation teams to investigate client issues and understand the product suite.
• Maintain support documentation, FAQs and troubleshooting guides as your knowledge develops.
• Contribute client feedback and improvement ideas to team discussions and support-process enhancements.
• Attend cross-functional meetings to learn about product updates, client feedback and upcoming changes.
• Support team goals for client satisfaction, service quality and timely issue resolution, including occasional after-hours work for critical deployments.

• A demonstrated interest in financial technology, financial services, trading or market data.
• Foundational understanding of how financial markets, trading environments or market data services operate.
• Exposure to technical problem-solving through academic work, projects, internships, customer service or other relevant experience.
• An eagerness to learn unfamiliar products, systems and processes and apply new information quickly.

• A bachelor’s degree in Computer Science, Information Technology, Economics, Finance, Investment or a related field.

• Supporting clients by listening carefully, clarifying issues and providing…