Product Support Analyst

Nymbus

First line technical support analyst resolving software-related issues for fintech applications. Collaborating with engineers and clients to ensure quality service.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $65,000 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Act as the primary point of contact for technical support requests related to software applications, tools, and platforms.
Diagnose, investigate, and resolve software issues, escalating complex cases to engineering teams when necessary.
Collaborate closely with software engineers to analyze logs, trace errors, and suggest fixes or enhancements.
Monitor system performance, track incidents, and provide regular status updates to stakeholders.
Document technical issues, troubleshooting steps, and solutions in knowledge base systems.
Perform root cause analysis of recurring issues and recommend preventive measures.
Support software deployments, patches, and upgrades, including testing and validation.
Ensure compliance with SLAs (Service Level Agreements) and maintain high-quality service standards.
Provide technical guidance and training to users on system features, updates, and best practices.
Participate in continuous improvement initiatives, contributing feedback for product stability and user experience enhancements.

Requirements

What you’ll need

3+ years in production support or application support within fintech, banking, or financial services platforms.
Strong understanding of core/online banking platforms, system integrations, and digital banking solutions.
Familiarity with payment systems including ACH, Wires, Bill Pay, Remote Deposit Capture (RDC), and Peer-to-Peer (P2P).
Hands-on experience with incident management and monitoring tools such as ServiceNow, JIRA, or equivalent platforms.
Demonstrated technical proficiency, exceptional communication, and a customer-first approach to service delivery.

Benefits

Comp & perks

Annual Cash Bonus and Equity Options commensurate with the role level and experience
100% Fully Remote
401(k) plan
Insurance - Health, Dental and Vision
Flexible Paid Time Off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysisincident managementtroubleshootingsoftware deploymentsystem performance monitoringsoftware issue resolutiontechnical documentationtesting and validationsystem integrationsdigital banking solutions

Soft Skills

communicationcustomer-first approachcollaborationtechnical guidanceproblem-solvingcontinuous improvementstakeholder managementtrainingfeedback contributionservice delivery