Graduate Product Support Analyst

About the role

iress is recruiting a Graduate Product Support Analyst for its Trading and Market Data team in Johannesburg. Through a structured 12-month graduate programme, you will learn to respond to support queries, investigate issues and collaborate with experienced colleagues to deliver timely outcomes for clients, with a pathway to permanent employment for strong performers. The programme supports local talent and diversity, and seeks South African citizens aged 18 to 25 with no prior work experience from previously disadvantaged groups.

Key responsibilities

• Provide first-line support by answering client queries and troubleshooting routine product issues
• Log, track and document support cases in the team's ticketing system
• Investigate issues, identify patterns and develop basic root cause analysis skills
• Escalate unresolved or complex issues to experienced team members with clear findings
• Collaborate with Product, Engineering and Implementation teams on client issues
• Maintain support documentation, FAQs and troubleshooting guides
• Contribute client feedback and improvement ideas, and attend cross-functional meetings
• Occasionally work after hours for critical deployments

Required profile

• Bachelor's degree in Computer Science, Information Technology, Economics, Finance, Investment or a related field
• Foundational understanding of how financial markets, trading environments or market data services operate
• Interest in financial technology, financial services, trading or market data
• Relevant exposure to technical problem solving through study, projects, internships or customer service
• Ability to listen carefully, clarify issues and communicate technical information clearly to clients and colleagues

Required skills

• Analyse issues, recognise patterns and contribute to practical solutions
• Use ticketing and documentation tools to keep clear, consistent support records
• Adapt to changing priorities, show curiosity and attention to detail, and work collaboratively

What we offer

• Extensive on-the-job training and mentoring
• Long weekends, flexible ways of working and generous parental leave
• Opportunities to take part in local community initiatives