JAVA Techno-Functional Support Role (4-7 Years) - Pune

We are looking for a Technical and Product Support specialist to support global financial institutions using our platform. This role is central to delivering an exceptional client experience by providing timely, accurate, and well-coordinated support across both technical and product-related queries. You will act as a key point of contact for client issues, ensuring all requests are effectively triaged, validated, and progressed in line with service level agreements, while maintaining clear and consistent communication throughout.

In addition to managing incoming queries, you will support our clients with more complex technical issues, taking ownership of investigations and working closely with them to understand and resolve challenges. This includes analysing logs, data feeds, APIs, and client configurations to identify root causes and provide clear, effective solutions. Partnering with engineering, product, and subject matter experts, you will act as an advocate for the client, helping to minimise disruption, improve response times, and ensure they get the most value from the platform.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

May be involved in customer training. Provides support to customer/users where the issue is highly technical or sophisticated in nature.

Review support transition checklists received from implementation.

Work on small CX projects independently or have ownership of project execution when multiple staff members are working on the project.

Liaise with technical support teams to address critical technical support items and assist the team with client triage sessions.

Collaborate with Prod Ops to track daily load monitoring issues and provide assistance as required to the Ops teams to address load processing issues.

May select, develop, and evaluate personnel to ensure the efficient operation of the function.

Extensive experience in client facing role

Manage client communication

Provide trainings to clients

Weekly governance calls with clients

Managing client escalation

Manage ticket queue in Team Support

Collaborate and work well with remote technical teams

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass