Product Technical Support

Your responsibilities

• Own the triage and timely resolution of client queries, ensuring SLAs are consistently met
• Build a strong understanding of the product to support a wide range of client challenges, from day-to-day usage to technical queries and logic interpretation
• Triage and validate incoming tickets to ensure they are complete and “investigation-ready,” including logs, JSON files, and environment details
• Manage the full ticket lifecycle within JIRA, ensuring accurate updates, time tracking, and clear client communication
• Assess issue impact and urgency to assign appropriate priority levels and escalate where required
• Investigate and resolve issues across logs, data feeds, APIs, and client configurations, including replicating scenarios where needed
• Collaborate with engineering, product, and knowledge teams to support client implementations, product adoption, and technical troubleshooting
• Support software release processes and ongoing client onboarding activities
• Build strong client relationships, developing an understanding of their business challenges and how the platform best supports them
• Contribute to the continuous improvement of support workflows and processes to enhance efficiency and client experience

Our requirements

• Financial markets experience is required, exposure to regulatory frameworks would be beneficial.
• Experience supporting or implementing enterprise software in a client-facing environment
• Strong technical capability, with the ability to configure and deploy components for troubleshooting and client support
• Proven client management skills, with experience building relationships in complex, demanding organizations
• A proactive, self-motivated mindset with strong problem-solving and analytical skills
• Excellent written and verbal communication skills, with the ability to convey information clearly and concisely
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Information on the procedure for internal reporting of violations of the law

What we offer

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• Contract of employment
• Hybrid work model
• Competitive salary with excellent benefits: private health insurance for employees and their family, group life insurance, pension plan 5%
• A modern, international work environment and a dedicated and motivated team
• Convenient office location (Warsaw/Wroclaw)
• Flexible and creative work environment
• Comprehensive onboarding process

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• fruits
• retirement pension plan
• corporate library
• no dress code
• coffee / tea
• drinks
• parking space for employees
• leisure zone
• pre-paid cards
• employee referral program
• charity initiatives

Recruitment stages

• 1.
  Interview with Recruiter
• 2.
  Interview with Manager
• 3.
  Contract signing

FIS Technology Services Poland Sp. z o.o.