Product Support Analyst at Nymbus

<p>Nymbus (<u>https://nymbus.com/</u><u>)</u> isn't just a leader in fintech; we're a community of innovators&nbsp; passionate about reimagining banking. Our award-winning modern core platform and cloud based technology serve as the backbone for financial institutions eager to modernize and excel.</p> <p>Here, you won't just be part of a tech revolution; you'll be at the helm, driving change. You'll fit&nbsp; right in if you're a creative thinker eager to lessen technical debt and elevate agility for banks and&nbsp; credit unions. Our culture thrives on collaboration, integrity, and a client-first approach.</p> <p>Your journey with us won't simply advance your career; it will offer the chance to shape an&nbsp; industry alongside like-minded professionals. We're excited to consider you a key player in this&nbsp; transformative chapter. Thank you for contemplating a role with Nymbus.</p> <p>&nbsp;</p> <p><strong>WORK ENVIRONMENT: </strong></p> <p>We are a remote first company with the exception of a few positions being onsite in our&nbsp; designated locations. The positions which are remote you will need to be able to travel a few&nbsp; times a year. You may be required at times to visit client sites or attend meetings at designated&nbsp; locations with your team members.</p> <p>&nbsp;</p> <p><strong>POSITION SUMMARY:&nbsp; </strong></p> <p>The <strong>Product</strong> <strong>Support Analyst </strong>will serve as the first line of technical support for internal teams and external clients, providing troubleshooting, analysis, and resolution of software-related issues. This role requires both technical expertise and strong communication skills to ensure seamless collaboration between software engineers, QA teams, product managers, and end users.</p> <p>&nbsp;</p> <p><strong>ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: </strong></p> <ul> <li>Act as the primary point of contact for technical support requests related to software applications, tools, and platforms.</li> <li>Diagnose, investigate, and resolve software issues, escalating complex cases to engineering teams when necessary.</li> <li>Collaborate closely with software engineers to analyze logs, trace errors, and suggest fixes or enhancements.</li> <li>Monitor system performance, track incidents, and provide regular status updates to stakeholders.</li> <li>Document technical issues, troubleshooting steps, and solutions in knowledge base systems.</li> <li>Perform root cause analysis of recurring issues and recommend preventive measures.</li> <li>Support software deployments, patches, and upgrades, including testing and validation.</li> <li>Ensure compliance with SLAs (Service Level Agreements) and maintain high-quality service standards.</li> <li>Provide technical guidance and training to users on system features, updates, and best practices.</li> <li>Participate in continuous improvement initiatives, contributing feedback for product stability and user experience enhancements.</li> </ul> <p>&nbsp;</p> <p><strong>QUALIFICATIONS: </strong></p> <ul> <li>3+ years in production support or application support within fintech, banking, or financial services platforms.</li> <li>Strong understanding of core/online banking platforms, system integrations, and digital banking solutions.</li> <li>Familiarity with payment systems including ACH, Wires, Bill Pay, Remote Deposit Capture (RDC), and Peer-to-Peer (P2P).</li> <li>Hands-on experience with incident management and monitoring tools such as ServiceNow, JIRA, or equivalent platforms.</li> <li>Demonstrated technical proficiency, exceptional communication, and a customer-first approach to service delivery.</li> </ul> <p>&nbsp;</p> <p><strong>SALARY &amp; BENEFITS:</strong></p> <ul> <li>$60,000-65,000 Annual Salary&nbsp;</li> <li> <p>Annual Cash Bonus and Equity Options commensurate with the role level and experience</p> </li> <li> <p>100% Fully Remote</p> </li> <li> <p>401(k) plan</p> </li> <li> <p>Insurance - Health, Dental and Vision</p> </li> <li> <p>Flexible Paid Time Off</p> <p>&nbsp;</p> </li> </ul><div class="content-conclusion"><p><span style="font-weight: 400;">Ready to join?&nbsp; We invite you to watch this <a href="https://youtu.be/Rdc8xDsNiAs" target="_blank">video</a> and learn who we are and how we build and innovates together!</span></p> <p><span style="font-weight: 400;">Let’s Go!</span></p></div>