Product Support Analyst

🕒 May 19

🇺🇸 United States – Remote

💵 $60k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Nymbus

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏦 Banking

💳 Fintech

☁️ SaaS

Banking • Fintech • SaaS

Nymbus is a technology company that provides modern banking solutions tailored for banks and credit unions. It offers a robust core banking platform that facilitates the launch of digital banking services and retail strategies, enabling institutions to innovate rapidly while ensuring compliance and operational efficiency. Through its suite of services, including onboarding, digital banking tools, and managed services, Nymbus empowers financial institutions to enhance customer experience and drive growth in a competitive landscape.

📋 Description

• 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% Fully Remote • 401(k) plan • Insurance - Health, Dental and Vision • Flexible Paid Time Off