About the team
The FIS Enterprise Treasury Client Experience (CX) team provides product technical support to global clients using Trax (FIS Payment Hub). The team investigates complex production issues, provides Level 3 technical analysis, manages client communication, and coordinates with Engineering, Product, Infrastructure, Cloud, Database, and other resolver teams to restore service and progress issues to resolution.
Role purpose
The Supervisor, Client Services provides Level 3 product technical support for Trax. The role independently owns complex and business-critical client issues that require deep application, platform, integration, database, and infrastructure analysis. It combines hands-on technical troubleshooting, incident leadership, client communication, cross-team coordination, mentoring, and continuous improvement. This is a technical, client-facing product support role and is not an application development position.
What you will be doing
· Own complex Trax incidents and service requests from technical assessment through restoration, resolution, workaround, or effective escalation.
· Provide Level 2 investigation for application, integration, interface, messaging, database, operating system, middleware, container, cloud, and infrastructure-related issues affecting Trax.
· Analyze application and system logs, SQL data, configuration, process status, performance evidence, network connectivity, interfaces, batch activity, and monitoring alerts to isolate issues.
· Reproduce reported issues where possible, document technical findings, identify probable root cause, and provide clear evidence when engaging Engineering or Product teams.
· Assess business impact and technical severity, lead incident troubleshooting, manage escalations, and maintain accurate client and stakeholder communication.
· Coordinate with Engineering, Product Management, Professional Services, Cloud/Hosting, Database, Network, Security, and third-party teams to deliver end-to-end outcomes.
· Support technical discussions with banks and corporate clients across APJ, EMEA, and US regions, translating complex findings into clear business-friendly updates.
· Contribute to release, upgrade, patch, deployment, testing, configuration, and post-change validation activities where Level 3 product support is required.
· Drive problem management and root cause coordination for recurring or high-impact issues, and convert findings into preventive actions, automation, monitoring, or knowledge content.
· Maintain high-quality technical ticket updates, investigation records, handovers, troubleshooting guides, runbooks, and knowledge articles.
· Mentor support engineers, review investigation quality, share Trax technical knowledge, and help coordinate work during critical incidents or across shifts.
· Lead or contribute to support process improvements that strengthen technical quality, response effectiveness, and client outcomes.
· Follow security, privacy, change, audit, and service management requirements while supporting client production environments.
What you bring
Required experience and product support knowledge
· Relevant experience in Level 3 product support, technical application support, production support, or client-facing support for enterprise financial applications.
· Experience supporting payment processing, treasury, banking, or financial technology platforms. Trax or FIS Payment Hub experience is strongly preferred.
· Experience handling business-critical incidents, technical escalations, service requests, defect investigations, and root cause activities in an SLA-driven environment.
· Understanding of payment processing and financial messaging workflows, interfaces, integrations, batch processing, and production support controls.
· Experience communicating directly with global clients and presenting technical findings, risks, ownership,…