Sr Manager, Product Technical Support

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role:

The Product Support Manager (PSM) leads day-to-day operational support for FIS Commercial Loan Servicing ("CLS") product, ensuring client incidents, service requests, and escalations are handled efficiently, professionally, and within service expectations. The PSM provides hands-on operational leadership, maintains real-time oversight of the support queue, and ensures high-quality client communication and ticket execution. Acting as the primary point of escalation for technical issues, the PSM collaborates with Product, Development, and Platform Operations to restore service quickly and prevent repeat issues. The role is accountable for SLA attainment, team readiness, ticket quality, and adherence to One FIS standards-strengthening client trust, reducing operational risk, and driving continuous improvement across the support function.

Please note: This is a full-time hybrid position required onsite at the FIS Headquarters in Jacksonville, FL.

Hybrid Schedule: Monday - Friday 8:00 am to 5:00 pm ET

Onsite days: Tuesday, Wednesday, & Thursday

About the team:

The Client Support team at FIS is accountable for the successful resolution of client issues across multiple disciplines. As the Product Support Manager, you will be interacting your support team daily and with cross-functional leaders regularly to ensure that we meet our client Service Level Agreements.

What you will be doing:

In this role, you will be responsible for:

• Serve as the Product Support Manager for Commercial Loan Servicing product
• Own the end-to-end client support experience, ensuring timely resolution of issues and proactive engagement with clients.
• Lead and mentor support teams, across geographies, including offshore and onshore units.
• Drive improvement in agreed client metrics through proactive client and internal engagement and streamlined processes.
• Leverage support engineering experience to guide technical troubleshooting, root cause analysis, and hosting environment optimization.
• Partner with hosting teams to ensure infrastructure reliability and performance for Commercial Lending solutions.
• Establish and maintain governance frameworks for client support, including reporting, escalation management, and client satisfaction metrics (e.g., NPS, OSAT, ticket backlog).
• Drive continuous improvement initiatives based on data insights and client feedback.
• Operate within the Enterprise Agility model, aligning with peer group and value streams to drive strategic outcomes.
• Collaborate with Product, Development, CIO (Platform Ops) and Professional Services teams to ensure support readiness for new releases and product changes.

What you bring:

• Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience.
• 5+ years' experience in leading Client Support, Professional Services, or Sales teams.
• Familiarity with the FIS products and service suites.
• Strong leadership qualities, decision-making abilities, and business judgment.
• Proven track record of building high-performance teams and making tough decisions.
• Exceptional verbal and written communication skills.
• Client relationship management skills
• Positive and resilient nature with a strong work ethic.
• Required work hours: Monday - Friday, 8am to 5pm
• Overtime required: Occasionally
• Weekends required: Occasionally
• Travel percentage for this role: 10%

Added Bonus if you have:

• FIS Commercial Loan Servicing experience
• ITIL process management experience
• Cloud hosting knowledge (FIS Data Center and/or Microsoft Azure Cloud Hosting)

What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

Privacy Statement

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

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.

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