Technical Support Analyst
Nasdaq · Tokyo, Japan · 17d ago
As a Technical Support Analyst reporting to Manager – Client Support Services, you'll play a critical role in delivering expert-level client support for Nasdaq's regulatory and financial platform, ensuring issues are resolved efficiently and clients receive a consistently high standard of service.
You'll thrive in this role if you're client-focused, analytical, and comfortable navigating complex technical environments — all while working collaboratively across global teams.
Key Responsibilities
Deliver expert functional support by diagnosing and resolving client platform issues through case management, video, and phone — taking full ownership from first contact through to resolution.
Lead client meetings to understand needs, gather requirements, and provide clear documentation and guidance that drives informed decisions.
Troubleshoot and resolve infrastructure-related issues — including operating system, network, and cloud environment components — within Nasdaq's hosted platform.
Partner closely with Product, Engineering, Infrastructure, and DevOps teams to escalate, track, and drive timely resolution of complex issues.
Contribute to the team knowledge base by documenting solutions, best practices, and workarounds — continuously growing your product expertise through certification and ongoing learning.
Required Qualifications
3-4+ years of experience in a client-facing technical support or technical analyst role.
Proven ability to lead client-facing meetings, gather requirements, and translate technical issues into clear, actionable solutions.
Strong analytical skills with experience reviewing application logs and diagnosing platform or infrastructure issues.
Demonstrated ability to work within structured incident management frameworks (e.g., ITIL) and adhere to service level commitments.
Effective communicator with a professional, collaborative approach in global, cross-functional environments.
Understanding of issue troubleshooting, performance tuning & optimization and debugging.
Experience in troubleshooting and resolving issues involving Oracle and PostgreSQL Server databases.
Bilingual proficiency in English and Japanese.
Availability to participate in a rotating weekend on-call support schedule.
Preferred Qualifications
Experience supporting financial technology, regulatory reporting, or capital markets platforms.
Familiarity with cloud-hosted environments and enterprise infrastructure components.
This position will be located in Tokyo 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.
Benefits & Rewards
We offer a competitive, well-rounded rewards package designed to support the financial, physical, and emotional well-being of our employees and their families (where applicable).
We utilize a structured job architecture and career framework to ensure growth opportunities are transparent, fair, and accessible to all employees.
For more information, visit Nasdaq Benefits & Rewards Career Page.
Come as You Are
Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.
We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.
We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.