Analyst Lead, Product Technical Support

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS? 

About the role:
The Product Technical Support Analyst (PSA) lead provides frontline technical support for FIS Lending products, diagnosing issues, executing troubleshooting steps, and driving timely, high-quality client interactions. PSAs maintain strong ticket hygiene, communicate clearly with clients, and collaborate with Product Support Managers (PSMs), Developers, and Operations teams to resolve incidents efficiently. They are the first line of defense in service stability—ensuring accurate categorization, thorough documentation, and proactive identification of recurring issues or product defects. Through disciplined execution, PTAs help achieve SLA targets, strengthen client trust, and contribute to continuous improvement across the Client Support organization

Please note: this is a full-time position with a required hybrid schedule in our posted location. Hours: 8am -5pm CT or 10:30am - 7pm CT

What you will be doing:

Operational Leadership & Queue Management (Analyst-Level Execution)

•Manage assigned ticket queue—prioritize by severity, age, and business impact.

•Perform initial investigation, log review, replication steps, and troubleshooting.

•Mobilize cross‑functional expertise across PSM, Development, and Operations teams to resolve issues decisively and maintain service stability.

•Ensure accurate categorization, severity assignment, and documentation.

•Escalate to PSM/Development when deeper expertise is required.

•Maintain zero stale tickets; contribute to SLA attainment through prompt action.

Client Communication & Escalation Management (Frontline Interaction)

•Provide timely, professional client updates aligned to cadence expectations.

•Communicate findings, next steps, and expectations clearly and confidently.

•Participate in critical incident calls when required (Sev1/Sev2).

•Support PSMs/SDMs by supplying accurate technical context on escalations.

Deliver high-quality interactions that improve OSAT outcomes.

Governance, Reporting & Process Compliance (Standards & Discipline)

•Maintain ticket hygiene: complete notes, proper tagging, accurate timelines.

•Enable delivery of Client Support OKRs—MTTR, OSAT, backlog, and AOTA—through consistent process adherence, precise reporting, and complete, accurate ticket documentation.

•Provide inputs for RCAs, incident timelines, and governance reporting.

•Follow Incident, Problem, and Change Management processes consistently.

•Support monthly operational reporting via accurate, timely data entry.

•Adhere to One FIS standards, severity codes, templates, and workflows.

Team Support, Knowledge Development & Continuous Improvement

•Create and maintain Knowledge Base articles for recurring issues.

•Provide trend insights to PSMs on defects/usability gaps.

•Participate in release readiness (validation, training, UAT).

•Collaborate with peers for cross-training and complex troubleshooting.

•Identify opportunities to automate or improve support workflows.

•Own client communications for escalations and major incidents.

•Ensure professional, timely updates aligned to cadence expectations (especially Sev1/Sev2).

•Monitor client sentiment; brief CSMs/AMs with concise operational insights.

•Serve as point of escalation for issues requiring management attention.

•Ensure documentation is complete, accurate, and client-ready.

•Drive OSAT improvement through high‑quality client interactions, timely communication, and partnering with CSMs/Product to address key drivers of dissatisfaction

•Lead daily stand-ups; prioritize critical items and remove blockers.

•Own complex technical issues requiring cross-functional coordination.

•Partner with Dev/Product/Ops to drive timely technical resolution.

What you will need:
• Prior back-office banking experience preferred
• Strong analytical, organizational and time management skills
• Proficient in Microsoft applications
• The ability to work independently
• You are an excellent communicator and strong problem solver

What we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech

• Always-on learning and development

• Col