Technical Support Analyst

Technical Support, Axiom SL, FinTech

When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we’re all valued for our unique perspective. We are now looking for a Support Analyst in Mumbai.

Customer Support/Operations Senior Analyst for AxiomSL Technical Support is responsible for providing expert level support for AxiomSL software and platform. The role includes daily interaction with clients through the Case Management system, email, or interactive calls to acknowledge, investigate, and resolve issues related to ControllerView platform. The analyst is expected to reproduce suspected bugs, document detailed scenarios, provide workarounds, and deliver comprehensive information to development teams when permanent fixes are required.

The position requires advanced knowledge of application functionality, architecture, and infrastructure, including the ability to explain product behavior to clients. The analyst must follow established SLAs, escalation procedures, and demonstrate complete ownership of issues, ensuring timely resolution even when multiple internal groups are involved. Responsibilities also include maintaining and contributing to the internal knowledge base, developing documentation, enhancing internal processes, and supporting internal infrastructure tasks. The analyst serves as a primary point of contact for client investigations, collaborates with Customer Success, Product, Customer Delivery, and Engineering teams, and works within mirrored AxiomSL environments to replicate and analyze issues.

• Provide expert-level functional support efficiently resolving AxiomSL product issues via Case Management System, Teams or Zoom including replication and analysis of issues in mirrored AxiomSL support environment.  

• Takes ownership and resolves client issues related to AxiomSL architecture, operating system, network, JVM and Databases and/or other AxiomSL infrastructure components within the Nasdaq Cloud Platform and environment.   
• Complies with performance metrics, handling cases in timely manner and communicating with the client in professional and polite manner.  
• Replicates and documents issue, provides configuration suggestions to Customers, provide Engineering teams with comprehensive information.  
• Analyses application log files and suggests solutions for Nasdaq AxiomSL platform related problems.  
• Complies with ISO-9001 for resolution of Incidents and Service Requests following SLAs.  
• Works closely with Product Management team, Engineering team and other Support teams (Solutions Support and RegCloud Support) by following up on issues and their resolution.  
• Contributes to Knowledge Database with articles documenting issues, workarounds, best practices and how-to.  
• Constantly improves personal knowledge of AxiomSL products by passing the required certifications.  
• Shows flexibility to work during weekends and regional holidays based on business needs.  

Who are we looking for?

• About 2-5 years of first line support experience
• Bash/PowerShell/vbs/.bat: ability to read, modify and troubleshoot scripts. 
• Basic knowledge of Java/Python and/or any other OOP programming languages. 
• Configuring and troubleshooting of Java-based applications. 
• Configuring and troubleshooting of Web Servers/Proxy Servers/Load Balancers (Apache Tomcat, IBM WebSphere, Nginx, F5, etc). 
• Understanding of TLS/SSL protocol, experience with generating certificates. 
• Configuring and troubleshooting Database/DBMS; analyzing and improving SQL queries performance. 
• LDAP & SAML/SSO configuring and troubleshooting. 
• Experience with AWS and/or other Cloud Providers. 
• Experience with XML/JSON processing. 
• Experience with REST API. 

Education Required: Bachelor's degree required, comparable experience may be substituted

Key Personal Attributes: 

• Customer service focus  Excellent communication and inter-personal skills 
• Energetic 
• Pro-active attitude 
• Team Player 
• Keen to develop and take responsibilities  

What we Offer

• Monthly base salary based on your experience
• Annual monetary bonus
• Vesting Nasdaq Restricted Stock Units (RSU) for all employees
• Employee Stock Purchase Program Nasdaq stocks with a discount
• Flexible health Insurance program
• Flex day program (6 days a year)
• Internal mentorship program – get a mentor or become one
• Opportunities to grow horizontally or vertically in the organization
• Wide selection of online learning resources, e.g Udemy, O‘Reilly

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Experience Level

Mid Level