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 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:
- $50,000 - $55,000 Annual Salary
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Remote
- 401(k) plan
- Insurance - Health, Dental and Vision
- Paid Time Off
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