Level 3 Product Technical Support

About the team

The FIS Enterprise Treasury Client Experience (CX) team provides product technical support to global clients using Trax (FIS Payment Hub). The team investigates complex production issues, provides Level 3 technical analysis, manages client communication, and coordinates with Engineering, Product, Infrastructure, Cloud, Database, and other resolver teams to restore service and progress issues to resolution.

Role purpose

The Supervisor, Client Services provides Level 3 product technical support for Trax. The role independently owns complex and business-critical client issues that require deep application, platform, integration, database, and infrastructure analysis. It combines hands-on technical troubleshooting, incident leadership, client communication, cross-team coordination, mentoring, and continuous improvement. This is a technical, client-facing product support role and is not an application development position.

What you will be doing

·       Own complex Trax incidents and service requests from technical assessment through restoration, resolution, workaround, or effective escalation.

·       Provide Level 2 investigation for application, integration, interface, messaging, database, operating system, middleware, container, cloud, and infrastructure-related issues affecting Trax.

·       Analyze application and system logs, SQL data, configuration, process status, performance evidence, network connectivity, interfaces, batch activity, and monitoring alerts to isolate issues.

·       Reproduce reported issues where possible, document technical findings, identify probable root cause, and provide clear evidence when engaging Engineering or Product teams.

·       Assess business impact and technical severity, lead incident troubleshooting, manage escalations, and maintain accurate client and stakeholder communication.

·       Coordinate with Engineering, Product Management, Professional Services, Cloud/Hosting, Database, Network, Security, and third-party teams to deliver end-to-end outcomes.

·       Support technical discussions with banks and corporate clients across APJ, EMEA, and US regions, translating complex findings into clear business-friendly updates.

·       Contribute to release, upgrade, patch, deployment, testing, configuration, and post-change validation activities where Level 3 product support is required.

·       Drive problem management and root cause coordination for recurring or high-impact issues, and convert findings into preventive actions, automation, monitoring, or knowledge content.

·       Maintain high-quality technical ticket updates, investigation records, handovers, troubleshooting guides, runbooks, and knowledge articles.

·       Mentor support engineers, review investigation quality, share Trax technical knowledge, and help coordinate work during critical incidents or across shifts.

·       Lead or contribute to support process improvements that strengthen technical quality, response effectiveness, and client outcomes.

·       Follow security, privacy, change, audit, and service management requirements while supporting client production environments.

What you bring

Required experience and product support knowledge

·       Relevant experience in Level 3 product support, technical application support, production support, or client-facing support for enterprise financial applications.

·       Experience supporting payment processing, treasury, banking, or financial technology platforms. Trax or FIS Payment Hub experience is strongly preferred.

·       Experience handling business-critical incidents, technical escalations, service requests, defect investigations, and root cause activities in an SLA-driven environment.

·       Understanding of payment processing and financial messaging workflows, interfaces, integrations, batch processing, and production support controls.

·       Experience communicating directly with global clients and presenting technical findings, risks, ownership, and next steps clearly.

·       Ability to manage competing priorities, make sound decisions during critical incidents, and work independently as part of a global support organization.

·       Willingness to work flexible rotational shifts and provide 24x7 coverage as required by the approved support model.

Technical skills

·       Strong debugging and structured troubleshooting skills across application and platform layers.

·       Good working knowledge of Microsoft Windows and/or Linux operating systems.

·       Good working knowledge of SQL and relational databases, with the ability to perform safe data analysis for support investigations.

·       Experience with Java-based enterprise applications and middleware or application servers such as WildFly or Tomcat.

·       Knowledge of cloud and container technologies such as AWS, Azure, and Kubernetes.

·       Understanding of APIs, system integrations, secure file transfer, certificates, authentication, SSO, network connectivity, and application dependencies.

·       Ability to interpret application logs, system logs, thread or process information, error traces, database evidence, and monitoring data.

·       Knowledge of shell scripting or Python for technical investigation or support automation is advantageous.

·       Experience with ServiceNow, Jira, or comparable incident, problem, change, and defect-tracking tools.

·       Knowledge of SWIFT services, financial messaging, or MBC is advantageous where relevant to supported Trax environments.

Core competencies

·       Strong technical ownership, analytical thinking, and disciplined root cause analysis.

·       Confident client-facing communication with the ability to explain complex technical topics to technical and business audiences.

·       Calm and structured incident leadership during high-priority or business-critical situations.

·       Sound judgment, risk awareness, and effective technical escalation management.

·       Ability to collaborate across Product, Engineering, Infrastructure, Cloud, Database, Network, Security, and client teams.

·       Attention to detail and a track record of producing clear, accurate, and high-quality technical documentation.

·       Leadership, mentoring, knowledge sharing, and a proactive approach to process improvement.

Qualifications and preferred experience

·       Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent relevant experience.

·       Trax (FIS Payment Hub) product support experience is strongly preferred.

·       Experience supporting global banks, payment processors, or corporate clients is advantageous.

·       ITIL Foundation, cloud, database, Linux, Kubernetes, Java, or service management certification is advantageous.

·       Experience improving monitoring, automating support activities, creating diagnostic tools, or strengthening technical support processes is preferred.

·       Fluent written and spoken English.

What success looks like

·       Complex Trax issues progress with clear technical ownership, strong evidence, effective coordination, and timely client communication.

·       Business-critical incidents are handled calmly with accurate impact assessment, disciplined troubleshooting, and appropriate escalation.

·       Engineering and resolver teams receive complete technical analysis that supports faster diagnosis and resolution.

·       Recurring issues are converted into corrective actions, automation, monitoring improvements, or reusable technical knowledge.

·       Ticket quality, technical handovers, runbooks, and knowledge articles consistently support reliable and audit-ready service delivery.

·       Team capability improves through mentoring, investigation reviews, and practical Trax technical knowledge sharing.

·       Cross-functional collaboration leads to stronger service stability and improved client outcomes.

What FIS offers you

·       An opportunity to provide advanced technical support for a business-critical FIS payment solution used by global clients.

·       Learning and career development across payments, product support, cloud, infrastructure, engineering, and client service.

·       Exposure to global banks, corporates, and cross-functional technology teams.

·       A collaborative and inclusive environment focused on ownership, continuous improvement, and client outcomes.

·       Health and family protection benefits, career mobility opportunities, learning offerings, and an adaptable home-office work model, subject to applicable company policies.

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.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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