L2 Technical Support (API,Deployment Application ,Debugging) with Trade Knowledge - Pune

We are looking for a Technical and Product Support specialist to support global financial institutions using our platform. This role is central to delivering an exceptional client experience by providing timely, accurate, and well-coordinated support across both technical and product-related queries. You will act as a key point of contact for client issues, ensuring all requests are effectively triaged, validated, and progressed in line with service level agreements, while maintaining clear and consistent communication throughout.
In addition to managing incoming queries, you will support our clients with more complex technical issues, taking ownership of investigations and working closely with them to understand and resolve challenges. This includes analysing logs, data feeds, APIs, and client configurations to identify root causes and provide explicit, effective solutions. Partnering with engineering, product, and subject matter experts, you will act as an advocate for the client,



helping to minimise disruption, improve response times, and ensure they get the most value from the platform.

What you’ll be doing:
Own the triage and timely resolution of client queries, ensuring SLAs are consistently met
Build a robust understanding of the product to support a wide range of client challenges, from day-to-day usage to technical queries and logic interpretation
Triage and validate incoming tickets to ensure they are complete and “investigation-ready,” including logs, JSON files, and setting details
Manage the full ticket lifecycle within JIRA, ensuring accurate updates, time tracking, and clear client communication
Assess issue impact and urgency to assign appropriate priority levels and escalate where required
Investigate and resolve issues across logs, data feeds, APIs, and client configurations, including replicating scenarios where needed
Collaborate with enginee

📌 Technical Support Pune
🏢 FIS Capital Markets
📍 Pune