About Company
FIS (Fidelity National Information Services) is a global leader in financial services technology, providing a broad range of solutions for financial institutions and businesses worldwide. With a rich history of innovation spanning over five decades, FIS empowers clients to deliver exceptional experiences to their customers and thrive in an ever-evolving digital landscape. From banking and payments to capital markets and wealth management, our cutting-edge technology drives efficiency, security, and growth for over 20,000 clients in more than 100 countries. Headquartered in Jacksonville, Florida, FIS fosters a dynamic and inclusive work environment where talented professionals can make a significant impact on the future of FinTech. We are committed to fostering a culture of excellence, collaboration, and continuous learning. Join us in shaping the way the world pays, banks, and invests, and be part of a team that’s building the next generation of financial technology.
Job Description
Are you passionate about technology and dedicated to delivering exceptional customer experiences within the demanding financial services sector? FIS (Fidelity National Information Services) is seeking a talented and driven Customer Support Engineer to join our dynamic team in Jacksonville, Florida. In this crucial role, you will be the frontline technical expert, providing advanced support to our diverse client base of financial institutions and businesses, ensuring their critical FIS solutions run smoothly and efficiently. This isn’t just about answering calls or simple fixes; it’s about diving deep into intricate technical issues, diagnosing complex problems related to banking platforms, payment processing systems, data integration, enterprise software solutions, and our proprietary financial applications.
You will serve as a critical liaison between our clients and our internal engineering and development teams. Your day-to-day will involve meticulously documenting support interactions, tracking resolution progress, and identifying recurring issues to contribute to long-term solutions. You will work closely with clients, empathizing with their operational challenges and guiding them through technical troubleshooting steps with clarity, patience, and a professional demeanor, recognizing the high-stakes and often time-sensitive nature of financial technology. Your expertise will be vital in resolving critical service outages, configuring intricate system parameters, debugging application logs, performing data analysis, and optimizing overall system performance to ensure maximum uptime and responsiveness for our clients’ mission-critical financial operations.
Beyond direct client interaction, you will collaborate extensively with our engineering, product development, and operations teams to escalate unresolved technical issues, provide valuable feedback on potential product improvements, and proactively contribute to our comprehensive internal and external knowledge base articles. This position demands a strong blend of technical acumen, superb analytical problem-solving abilities, and outstanding written and verbal communication skills. We are looking for an individual who thrives in a fast-paced, highly regulated environment, can efficiently manage multiple complex technical support cases simultaneously, and is committed to continuous learning in an ever-evolving technological landscape. You will play a pivotal role in maintaining high client satisfaction, fostering long-term relationships, and upholding FIS’s reputation for reliable service and technical excellence in the FinTech industry. If you’re a proactive problem-solver with a knack for simplifying complex technical concepts for non-technical users, and you’re eager to contribute to a company that directly impacts the global financial ecosystem, we encourage you to apply. Join us and help shape the future of financial technology, ensuring our clients have the robust and reliable support they need to thrive in the digital age.
Key Responsibilities
- Provide expert-level technical support for FIS's financial software products and services, including banking platforms, payment systems, and data solutions.
- Diagnose, troubleshoot, and resolve complex technical issues related to application functionality, system integrations, database connectivity, and performance within a FinTech environment.
- Effectively communicate technical solutions to both technical and non-technical clients and internal stakeholders through various channels (phone, email, chat).
- Collaborate with engineering and product teams to escalate unresolved issues, track bugs, and contribute to product enhancement.
- Document all client interactions, technical details, and troubleshooting steps accurately in the CRM system, adhering to compliance standards.
- Create and update knowledge base articles and internal documentation to empower clients and internal teams with self-service solutions.
- Monitor system performance and proactively identify potential issues to ensure the reliability and stability of critical financial applications.
- Participate in on-call rotation as required to provide extended support coverage for mission-critical systems.
- Stay current with FIS product updates, industry trends, and regulatory changes in the financial technology sector.
Required Skills
- 3+ years of experience in a technical support, helpdesk, or IT support role, preferably within the financial services or enterprise software industry.
- Strong understanding of enterprise software environments, relational databases (e.g., SQL Server, Oracle), and data flow concepts.
- Proficiency in diagnosing application and system performance issues, analyzing log files, and using troubleshooting tools.
- Experience with client-server architecture, web services (REST/SOAP), and basic networking concepts.
- Familiarity with operating systems (Windows Server, Linux) and virtualized environments.
- Excellent problem-solving, analytical, and critical thinking skills, with an ability to work under pressure in a high-stakes environment.
- Exceptional verbal and written communication skills with the ability to explain complex technical concepts clearly to diverse audiences.
- Demonstrated ability to manage multiple priorities and complex client cases in a fast-paced, highly regulated environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Finance, or a related field.
- Experience with specific financial industry protocols or standards (e.g., SWIFT, FIX, PCI DSS).
- Knowledge of payment processing systems, core banking platforms, or capital markets technology.
- Familiarity with ITIL frameworks and practices for service management.
- Experience working with CRM systems (e.g., Salesforce, ServiceNow).
- Relevant industry certifications (e.g., ITIL Foundation, Microsoft Certified: Azure Administrator, AWS Certified Cloud Practitioner).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off, including sick leave, vacation, and company-paid holidays.
- 401(k) retirement plan with robust company match.
- Extensive opportunities for professional development, training, and career advancement within a global organization.
- Hybrid work model offering flexibility and work-life balance.
- Modern office environment with collaborative workspaces in downtown Jacksonville.
- Employee assistance program and comprehensive wellness initiatives.
- Access to employee resource groups and a diverse, inclusive company culture.
How to Apply
Ready to leverage your technical expertise in the exciting and impactful world of FinTech? We invite qualified candidates to apply directly through the FIS careers portal. Please click on the application link below to submit your detailed resume and a compelling cover letter, outlining your relevant experience and why you are the ideal candidate to support our critical financial technology solutions. We look forward to reviewing your application and exploring your potential to join our innovative team!