Analyst Senior, Product Technical Support

Job Description

Addresses advanced technical inquiries, contributes to the success of our fintech products, and mentors junior team members to enhance internal support processes for improved efficiency and effectiveness. Provides insights into product enhancements based on comprehensive customer interactions. Builds and maintains strong relationships with key customers, understanding their unique business needs, and ensuring their long-term success.

What You Will Be Doing

• Respond to client inquiries via email, Teams support channels, and written communication.

• Troubleshoot issues related to trading order flow, routing, allocations, and regulatory data submission.

• Recreate complex client issues in test environments and document findings for product and development teams.

• Configure data and system settings for financial institutions using the FINRA compliance

• Perform extensive data analysis for compliance departments, including extracting and compiling data in Excel.

• Analyze product behavior and system interactions to support business processes.

• Contribute to product quality programs by documenting recurring issues and gaps.

• Build and maintain complex reports using SQL, Snowflake, Tableau, or report manager tools.

• Participate in weekend product validations (approximately 4–5 times per year).

• Mentor junior team members and serve as a subject matter expert on complex cases.

• Handle long‑duration cases that may span several hours, days, or weeks.

• Perform other related duties as assigned.

What You Bring

• Bachelor’s degree in business, finance, or a related field, or equivalent experience.

• 5+ years of experience in stock market order flow, including orders, routes, trades, and allocations.

• Deep knowledge of FINRA CAT, CAIS, and regulatory requirements under SEC, FINRA, and CFTC.

• Strong financial industry background with experience supporting trading, compliance, or regulatory systems.

• Advanced Excel skills with the ability to extract, transform, and analyze large datasets.

• Proficiency with SQL

• Ability to troubleshoot complex technical issues across applications and data flows.

• Strong written and verbal communication skills when working with clients and internal teams.

• Excellent organizational skills, time management, and attention to detail.

What We Offer You

• Competitive compensation and benefits package.

• Opportunities to expand technical, regulatory, and financial market expertise.

• Collaborative environment with exposure to trading data, regulatory systems, and product development.

• A role with significant independence, complex problem‑solving, and direct impact on client compliance success.

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.

EEOC Statement

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

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruit