Sr Technical Support Analyst

Sr Technical Support Analyst role supporting ACI Worldwide’s Help24 White Glove Engagement Services as a Level 3 escalation point for strategic premium clients.

Responsibilities

• Act as a dedicated advocate for premium clients, delivering proactive, high-quality support aligned to specific business needs
• Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts as a cohesive unit for issue resolution
• Participate in client-specific Microsoft Teams channels with CSM, PM, H24, SE, BA, and other stakeholders
• Drive seamless product launches, continuous improvements, and rapid resolution of complex issues using advanced tools and expertise
• Partner with Product Managers to define and prioritize internal tooling and data access requirements
• Translate analyst workflows and technical requirements into actionable product specifications
• Advocate for support team needs during product planning and roadmap discussions
• Embed support requirements across the product lifecycle to improve efficiency and mitigate risk
• Work with Engineering and Development to clarify and resolve client processing issues
• Support debugging, reproducing, and documenting complex issues end to end
• Validate fixes and enhancements prior to deployment to ensure readiness for Help24 support
• Align business objectives with support readiness through cross-functional collaboration
• Collaborate with Help24 teams across geographies to share knowledge and align best practices
• Support the “shift left” initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
• Lead knowledge transfer sessions and contribute to training materials
• Enable scalable support for complex products through proactive escalation management and mentorship
• Serve as a senior escalation point for complex or ambiguous client issues
• Mentor junior analysts and provide guidance on advanced troubleshooting techniques
• Contribute to internal documentation and knowledge base development
• Accelerate issue resolution and maintain consistent delivery of premium service levels

Requirements

• 5+ years in a technical support, product operations, or senior analyst role within financial services
• Strong understanding of client processing systems, data flows, and support tooling
• Proven client-facing experience delivering premium service expectations
• Experience working cross-functionally with Product, Engineering, Customer Success, and global teams
• Demonstrated proficiency querying systems (e.g., SQL and internal tools)
• Excellent communication, documentation, and collaboration skills for executive-level interactions
• Demonstrated experience mentoring or leading peers in complex technical environments

Technologies

• SQL
• Microsoft Teams
• Zendesk
• Jira

Preferred Qualifications

• Experience with premium client service models or white glove support programs
• Familiarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)
• Experience with log analysis tools or observability platforms
• Background in SaaS, fintech, or enterprise software environments
• Experience working with distributed teams across time zones
• Knowledge of payments processing, financial services regulations, or compliance frameworks

Competencies

• Premium Client Service Excellence
• Operational Strategy & Execution
• Strategic Stakeholder Collaboration
• Advanced Analytical & Problem-Solving Skills
• Technical Proficiency & Innovation
• Program & Change Management Leadership

Work Environment

• Remote position with global collaboration across time zones
• Client-focused environment requiring premium service delivery standards
• Collaborative team structure with integrated stakeholder approach

Physical Demands

• Extensive computer and communication system usage (8+ hours daily)
• Regular video conferencing and client communication requirements
• If there is a triage for the client(s) you are responsible for, you may be requested to participate regardless of time of day
• Travel to the client site may be an option as the relationship requires

Recruitment Scam Notice

• Be aware of recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities
• Scams may include requests for personal information, payments, or interviews through unofficial channels
• Verify communications claiming to be from ACI Worldwide using: www.aciworldwide.com / @aciworldwide.com
• The ACI Worldwide recruitment team will follow official channels and will never request payment

Location: Norcross, GA (remote)

Tags: #LI-LF1, #LI-Hybrid