Senior Customer Support Analyst

Senior Customer Support / Operations Analyst (AxiomSL)

Were looking for a Senior Customer Support / Operations Analyst (AxiomSL) to join our team reporting to Senior Manager Client Support Services. In this role youll be a key point of contact for our clients helping them resolve complex technical and functional issues while ensuring they get the most value from the AxiomSL platform.

Youll play a critical role in supporting global regulatory compliance solutions working closely with clients and internal teams to troubleshoot issues improve processes and deliver a reliable high-quality support experience.

Youll fit right in if youre detail-oriented customer-focused and technically curious enjoy solving complex problems and thrive in a collaborative fast-paced global environment.

What Youll Do

• Provide expert-level functional and technical support for AxiomSL products resolving client issues through the Case Management System email and live calls or meetings.
• Take end-to-end ownership of customer issues including issue replication root cause analysis resolution and clear client communication.
• Troubleshoot and analyze issues related to AxiomSL architecture databases operating systems JVM networks and cloud infrastructure.
• Partner closely with Engineering Product Management and other Support teams to escalate track and resolve complex incidents within defined SLAs.
• Contribute to continuous improvement by documenting solutions creating knowledge base articles and enhancing internal processes and documentation.

What Youll Bring

• Bachelors degree or equivalent practical experience.
• 5 years of experience in Technical Support System Administration QA or Software Development.
• Hands-on experience with databases (Oracle PostgreSQL SQL Server MySQL or similar) including the ability to create analyze and modify SQL queries.
• Strong troubleshooting skills across Linux and Windows server environments and web-based applications.
• Excellent communication skills in English (C1C2) with the ability to work effectively in collaborative global teams.

Nice to Have

• Experience supporting financial regulatory or compliance platforms.
• Familiarity with ISO-9001 processes SLAs and incident management frameworks.
• Experience working in cloud-based or SaaS environments.

This position will be located in Mexico City and offers the opportunity for a hybrid work environment at least 3 days a week in-office subject to change providing flexibility and accessibility for qualified candidates.

Come as You Are

Nasdaq is an equal opportunity employer. We welcome people from all backgrounds and identities. If you need any accommodation during the hiring process just let us know.

Benefits & Rewards

We offer a competitive well-rounded rewards package that supports you and your family inside and outside of work.

Actual pay depends on your skills experience education and addition to base pay we offer short-term incentives (bonus or commission) and long-term incentives (equity) where applicable.

Learn more on our Nasdaq Benefits & Rewards Career Page.