Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

The Trax / Payment Hub Support team is responsible for the stability, performance, and client experience of mission‑critical payment and transaction processing platforms. The team operates in a high‑availability, client‑facing environment, supporting complex payment flows, integrations, and regulatory‑sensitive services across global markets. We partner closely with Product, Engineering, Operations, and Client Services to ensure incidents are resolved efficiently, root causes are addressed, and platform reliability continuously improves.

About the role

The Product Technical Support Analyst Lead is a senior hands‑on role that combines deep technical expertise with operational leadership. This role acts as the functional and technical escalation point for Trax / Payment Hub products, ensuring high‑quality support delivery, strong client communication, and effective coordination across internal teams. The role also plays a key part in driving support maturity, improving run‑the‑business processes, and mentoring analysts within the support function.

What you will be doing

Act as the lead technical escalation point for complex incidents, problems, and client issues related to Trax / Payment Hub products
Provide expert‑level application support across payment processing, transaction flows, integrations, and upstream/downstream dependencies
Lead incident triage, investigation, and resolution, ensuring timely recovery and clear, professional communication to clients and stakeholders
Drive root cause analysis and problem management, working closely with Product and Engineering to prevent recurrence
Support and coach technical support analysts, setting standards for quality, documentation, and client engagement
Partner with Client Services and Relationship teams to manage high‑impact or sensitive client situations
Contribute to operational improvements, including monitoring, alerting, runbooks, knowledge articles, and support tooling
Participate in release readiness, change reviews, and post‑implementation support activities
Ensure support processes align with service level commitments and regulatory or audit expectations
Promote a culture of accountability, collaboration, and continuous improvement within the support team

What you bring

Either an equivalent combination of education, training, or work experience, or a Bachelor’s degree in business or a related field
5+ years of relevant experience in application or product technical support, ideally within payments, transaction processing, or financial services
Strong application support background with experience supporting complex, high‑availability platforms
Excellent command of English; additional languages such as French or German are a plus
Proven ability to communicate ideas verbally and in writing in a clear, concise, and professional manner
Excellent communication and interpersonal skills, with the ability to build trusted relationships across client and internal stakeholder groups
Strong analytical and problem‑solving skills, using structured techniques and diagnostic tools
Solid human relations, negotiation, and documentation skills
Strong team skills, including the ability to establish and maintain effective working relationships internally and externally
High levels of flexibility, versatility, and dependability in a fast‑paced, production‑critical environment
Experience acting as a technical lead or senior escalation point is strongly preferred

What we offer you:

Competitive salary, range of benefits designed to help support your lifestyle and wellbeing
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A modern, international work environment with a dedicated and motivated team
A broad range of professional education and personal development possibilities
The chance to work on some of the most challenging, relevant issues in financial services & technology

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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