Senior Application & Technical Support Specialist (Financial Institutions)
How You’ll Make an Impact
As a Senior Application & Technical Support Specialist supporting our Axiom Financial Institutions (FI) solutions, you will provide application guidance and technical support to customers across financial planning, forecasting, and reporting workflows.
You will partner directly with finance and operations stakeholders to resolve complex system and data challenges, ensuring their Axiom solutions are operating effectively and delivering accurate, reliable insights. In this role, you will combine strong financial systems knowledge with advanced troubleshooting skills to support customer success, drive issue resolution, and contribute to continuous improvement.
Key Responsibilities
- Financial Systems Expertise – Demonstrate strong knowledge of Axiom FI modules and financial planning processes, including budgeting, forecasting, and reporting, to effectively support customer needs.
- Advanced Issue Troubleshooting & Resolution - Investigate and resolve complex and escalated customer issues related to data, calculations, integrations, and system performance. Perform root cause analysis and implement sustainable solutions.
- Customer Communication & Ownership - Own customer communication from initial contact through resolution. Provide clear guidance, set expectations, and ensure a high-quality customer experience.
- Stakeholder Partnership - Build relationships with customer stakeholders, including senior finance and operations leaders, to understand business needs and support effective system usage.
- Data Analysis & Problem Solving - Analyze financial data, models, and system outputs to identify discrepancies, validate results, and recommend solutions aligned with business objectives.
- Cross-Functional Collaboration - Partner with Product, Engineering, and DevOps teams to escalate and resolve issues, while providing feedback to improve product functionality and customer experience.
- Knowledge Sharing & Mentorship - Share expertise with team members, contribute to documentation, and help elevate team capabilities through guidance and best practices.
- Continuous Improvement - Identify trends in customer issues and recommend improvements to processes, configurations, and system usage.
- Operational Excellence - Effectively prioritize and manage multiple cases, ensuring timely resolution within SLAs and accurate documentation of all interactions.
Qualifications
- 4–6+ years of experience working at a bank or credit union in financial operations or financial systems support
- Experience supporting financial planning, budgeting, or reporting systems
- Strong understanding of budgeting, forecasting, and variance analysis
- Proven ability to troubleshoot complex technical and data-related issues
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- You’ll Really Wow Us If You Have
- Experience supporting financial institutions (banking, credit unions, or fintech)
- Experience using Axiom, Stratajazz, or EPSI solutions
Familiarity with SQL or data structures
- Advanced Excel skills
- Experience with Salesforce or case management tools
- Customer-facing support or consulting experience
Estimated Salary Range: $75,000-90,000
Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.
Find out more about Strata benefits here.
How we work:
Our preferred location for open roles is Chicago, IL. We value in‑person connection and regularly host on‑campus events to create meaningful opportunities for our team to build relationships and collaborate
Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.
Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].
Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.
We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.
Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.
- We connect with positive intent.
- We are helpful.
- We own it.
- We get better every day.
- We are humble.
Skills Required
- 4-6+ years of experience in financial operations or systems support
- Experience supporting financial planning or reporting systems
- Strong understanding of budgeting and forecasting
- Proven ability to troubleshoot technical and data issues
- Strong analytical skills
- Excellent written and verbal communication skills
What the Team is Saying
Strata Decision Technology Compensation & Benefits Highlights
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Leave & Time Off Breadth — The company advertises roughly 31 paid days off that increase with tenure, alongside paid holidays, a community service day, wellness/mental recharge days, and a biweekly Flex Friday program. Feedback suggests this creates meaningful time away and flexibility.
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Healthcare Strength — Medical, dental, and vision coverage start on day one, with HSA/FSA options, Teladoc access, and designated wellness days. These elements indicate robust day-one coverage with added wellbeing support.
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Retirement Support — A 401(k) with immediate vesting is offered, with a company match described as 50% up to 6% of pay, supplemented by an employee stock purchase plan and an annual bonus plan. Feedback suggests these financial programs help round out total rewards.
Strata Decision Technology Insights
What We Do
Here at Strata, we provide financial planning software, data, and insights to drive decisions and performance for organizations spanning the healthcare, higher education, and financial services industries.
Why Work With Us
We are mission driven to solve uniquely challenging financial problems in some of the most vulnerable industries directly affecting our community. We embrace learning, collaboration, and continuous career growth. We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change.
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Strata Decision Technology Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We support remote and hybrid work. Employees near our Chicago HQ typically work in the office two days per week, with flexibility on which days. All employees may visit HQ for company events.
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