About the Business
Fircosoft, part of LexisNexis Risk Solutions, delivers world-class financial crime compliance solutions that help organizations detect, prevent, and manage risks effectively. Our technology supports financial institutions globally in maintaining compliance and ensuring secure, efficient operations.

About the Role
The Firco Insight Support Analyst provides front-line support to customers, ensuring timely and effective resolution of technical issues. This role requires strong communication, analytical thinking, and technical expertise to troubleshoot, reproduce, and escalate product issues when necessary. You’ll play a key role in maintaining customer satisfaction by managing cases efficiently and ensuring consistent, high-quality service delivery.

About the Team
You’ll join the Fircosoft Americas Support Team, working closely with account managers, software engineers, and product managers to deliver excellent customer support and continuous product improvement. The team values collaboration, problem-solving, and innovation in service delivery. The role reports directly to the Fircosoft Americas Support Team Manager.

Responsibilities

• Respond to and log all incoming support calls and emails from customers in line with agreed service levels.

• Manage support cases end-to-end, maintaining clear and proactive communication with customers.

• Reproduce, document, and escalate product defects to software engineering and product management teams.

• Conduct in-depth technical research to diagnose and resolve complex product issues.

• Provide regular reporting on support activity to identify product improvement opportunities.

• Collaborate with account managers and professional services teams during product implementation.

• Contribute ideas for improving support processes, tools, and documentation.

• Maintain a high level of professionalism and customer focus at all times.

Qualifications

• University degree in Computer Science or a related discipline (preferred).

• Proven experience in Application Support, Customer Service, or software implementation.

• Strong communication skills, both written and verbal (English required).

• Solid understanding of web applications and relational databases (SQL preferred).

• Experience with Atlassian Jira and Confluence (preferred).

• Excellent problem-solving abilities with strong initiative and attention to detail.

• Curious, organized, and able to prioritize tasks effectively.

• Self-motivated and able to work independently as well as in a team environment.

• Committed to providing outstanding client support and maintaining service excellence.



Primary Location Base Pay Range: New York, NY $73,400 - $122,300.

 


 







We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice



We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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