Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installat…
Skills: Technical Support, System Administration, SQL, Linux, Windows Server
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Mid level$9.5B raised
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$134k–$248k/yr
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Full-time
bachelor degree
Short-term Incentives, Long-term Incentives, Equity, Total Rewards Program, Family Care, Well-being Support
Posted 25d ago
~40 hrs/week
Responsibilities
Provide expert-level functional and technical support for AxiomSL products to resolve complex client issues. Collaborate with Engineering and Product Management to troubleshoot architecture, databases, and cloud infrastructure while documenting solutions.
Requirements
Requires a Bachelor's degree and over 5 years of experience in technical support, system administration, or software development. Must possess strong SQL skills and proficiency in Linux and Windows server environments.
Full job description
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.
Senior Customer Support / Operations Analyst (AxiomSL)
We’re looking for a Senior Customer Support / Operations Analyst (AxiomSL) to join our team, reporting to Senior Manager, Client Support Services. In this role, you’ll 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.
You’ll 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.
You’ll fit right in if you’re detail-oriented, customer-focused, and technically curious, enjoy solving complex problems, and thrive in a collaborative, fast-paced, global environment.
What You’ll 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 You’ll Bring
Bachelor’s 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 (C1–C2), 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 location. In addition to base pay, we offer short-term incentives (bonus or commission) and long-term incentives (equity), where applicable.
At Nasdaq, our purpose is to advance economic progress for all. We power stronger economies, create more equitable opportunities, and contribute to a more sustainable world to help our communities, clients, employees, and people of all backgrounds reach their full potential.
Meet the #NasdaqFam and learn about our purpose, culture and careers here: https://www.nasdaq.com/about/careers
Offices: 1, Liberty Plaza, New York, NY 10006, US · Times Square, New York, New York 10036, US · Konstitucijos prospektas 29, Vilnius, Vilniaus 08105, LT · Tullvaktsvagen, Stockholm, Stockholm County 115 56, SE · 68 Harrington St, Sydney, NSW 2000, AU
Technology SolutionsFinancial MarketsGlobal TradingEquitiesMarket TechnologyMarket ServicesFixed IncomeDerivativesCorporate SolutionsGlobal Index Services
At Nasdaq, our purpose is to advance economic progress for all. We power stronger economies, create more equitable opportunities, and contribute to a more sustainable world to help our communities, clients, employees, and people of all backgrounds reach their full potential.
Meet the #NasdaqFam and learn about our purpose, culture and careers here: https://www.nasdaq.com/about/careers
Offices: 1, Liberty Plaza, New York, NY 10006, US · Times Square, New York, New York 10036, US · Konstitucijos prospektas 29, Vilnius, Vilniaus 08105, LT · Tullvaktsvagen, Stockholm, Stockholm County 115 56, SE · 68 Harrington St, Sydney, NSW 2000, AU
Technology SolutionsFinancial MarketsGlobal TradingEquitiesMarket TechnologyMarket ServicesFixed IncomeDerivativesCorporate SolutionsGlobal Index Services