Trax - Level 3 Product Technical Support - Rotational Shifts

About the role

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.

What you'll do

• 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
• Analyze application and system logs, SQL data, configuration, process status, performance evidence, network connectivity, interfaces, batch activity
• 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

What you need

• Troubleshooting
• Linux
• Windows
• ServiceNow
• SQL
• Network security
• B.Sc or B.Tech or B.E. or BCA

Good to have

• ITIL
• Shell scripting
• Python
• Treasury
• Java
• Kubernetes