Retail Sales Support Analyst
Moen
Support Analyst
Nymbus
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $75,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- 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
- 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
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Remote
- Robust 401(k) plan with company match
- Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic Dental premiums)
- Paid Time Off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
root cause analysisincident managementtroubleshootingsoftware deploymentsystem performance monitoringsoftware issue resolutiontechnical documentationsystem integrationdigital banking solutionspayment systems
Soft skills
communicationcustomer servicecollaborationproblem-solvingtechnical guidancetrainingcontinuous improvementstakeholder managementfeedback contributionservice delivery
