Product Support Analyst

Nymbus (https://nymbus.com/) isn't just a leader in fintech; we're a community of innovators 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. Here, you won't just be part of a tech revolution; you'll be at the helm, driving change. You'll fit right in if you're a creative thinker eager to lessen technical debt and elevate agility for banks and credit unions. Our culture thrives on collaboration, integrity, and a client-first approach. Your journey with us won't simply advance your career; it will offer the chance to shape an industry alongside like-minded professionals. We're excited to consider you a key player in this transformative chapter. Thank you for contemplating a role with Nymbus. WORK ENVIRONMENT: We are a remote first company with the exception of a few positions being onsite in our designated locations. The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members. POSITION SUMMARY: The Product Support Analyst 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. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: 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. QUALIFICATIONS: 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. SALARY & BENEFITS: $60,000-65,000 Annual Salary 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 Ready to join? We invite you to watch this video and learn who we are and how we build and innovates together! Let’s Go!