Nymbus, Inc.
fintech, banking, or financial services
ProductSupportAnalyst
“Product Support Analyst at Nymbus, Inc.. Skills: technical support, troubleshooting, analysis, resolution of software-related issues. 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”
What You'll Achieve.
ensure seamless collaboration between software engineers, QA teams, product managers, and end users; ensure compliance with SLAs (Service Level Agreements); maintain high-quality service standards
Industry & Context.
troubleshooting; analysis; resolution of software-related issues; diagnose; investigate; escalating complex cases; analyze logs; trace errors; suggest fixes or enhancements; root cause analysis; recommend preventive measures
travel a few times a year, visit client sites or attend meetings at designated locations with your team members
What They're Looking For.
Must Have
3+ years in production support or application support within fintech, banking, or financial services platforms, 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
What You'll Do.
Act as the primary point of contact for technical support requests related to software applications
and resolve software issues
escalating complex cases to engineering teams when necessary
Monitor system performance
and provide regular status updates to stakeholders
Perform root cause analysis of recurring issues and recommend preventive measures
Support software deployments
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
How You'll Work.
Team & Collaboration
Collaborate closely with software engineers to analyze logs, trace errors, and suggest fixes or enhancements; Provide regular status updates to stakeholders
Communication Scope
exceptional communication
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