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 ProductSupport 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