{"id":111352,"url":"https://alion.io/job/nasdaq-technical-support-analyst","title":"Technical Support Analyst","company":{"id":2948,"name":"Nasdaq","domain":"nasdaq.com","url":"https://alion.io/company/nasdaq","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":28,"ghost_share":0,"stale_share":0.643,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":59000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"PostgreSQL","optional":false}],"status":"live","first_seen_at":"2026-08-23T00:00:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-28T19:39:39Z","board_verified":true,"closed_at":null,"days_open":66,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":66},"description":"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.\nYou'll thrive in this role if you're client-focused, analytical, and comfortable navigating complex technical environments - all while working collaboratively across global teams.\nKey Responsibilities\nDeliver 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.\n\nLead client meetings to understand needs, gather requirements, and provide clear documentation and guidance that drives informed decisions.\n\nTroubleshoot and resolve infrastructure-related issues - including operating system, network, and cloud environment components - within Nasdaq's hosted platform.\n\nPartner closely with Product, Engineering, Infrastructure, and DevOps teams to escalate, track, and drive timely resolution of complex issues.\n\nContribute to the team knowledge base by documenting solutions, best practices, and workarounds - continuously growing your product expertise through certification and ongoing learning.\n\nRequired Qualifications\n3-4+ years of experience in a client-facing technical support or technical analyst role.\n\nProven ability to lead client-facing meetings, gather requirements, and translate technical issues into clear, actionable solutions.\n\nStrong analytical skills with experience reviewing application logs and diagnosing platform or infrastructure issues.\n\nDemonstrated ability to work within structured incident management frameworks (e.g., ITIL) and adhere to service level commitments.\n\nEffective communicator with a professional, collaborative approach in global, cross-functional environments.\n\nUnderstanding of issue troubleshooting, performance tuning & optimization and debugging.\n\nExperience in troubleshooting and resolving issues involving Oracle and PostgreSQL Server databases.\n\nBilingual proficiency in English and Japanese.\n\nAvailability to participate in a rotating weekend on-call support schedule.\n\nPreferred Qualifications\nExperience supporting financial technology, regulatory reporting, or capital markets platforms.\n\nFamiliarity with cloud-hosted environments and enterprise infrastructure components.\n\nThis 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.\nBenefits & Rewards\nWe 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).\nWe utilize a structured job architecture and career framework to ensure growth opportunities are transparent, fair, and accessible to all employees.\nFor more information, visit Nasdaq Benefits & Rewards Career Page.\nCome as You Are\nNasdaq is an equal opportunity employer. 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