Cloud Application Support Analyst

Job title: Cloud Application Support Analyst

As a Cloud Application 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.

• Recent graduates and early career professionals are encouraged to apply.

• 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, typically occurring once every 6 to 7 weeks as part of the team’s shared support coverage model.

• 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.