Sr Technical Support Analyst

ACI Worldwide•Norcross, GA

15h•Remote

About The Position

ACI Worldwide is seeking a technically adept, collaborative Technical Account Manager for its Help24 team and premium White Glove Engagement Services. The role advocates for strategic clients by providing proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and part of the global “shift left” strategy, the position connects Product, Engineering, Development, and frontline support teams to help analysts resolve complex issues efficiently. Working within an integrated service model with Customer Success Managers, Program/Project Managers, and dedicated Help24 analysts, the role delivers premium support as an extension of clients’ teams. It supports product launches and continuous improvements, helps resolve client processing issues, and ensures fixes and enhancements are ready for Help24 support. The position also contributes to internal tooling and product planning, cross-geography knowledge sharing, analyst training and mentorship, documentation, and proactive escalation management. The position is remote and involves global collaboration across time zones in a client-focused environment. It requires extensive computer and communication system use, regular video conferencing and client communication, and may require participation in client triage at any time of day. Travel to client sites may be an option depending on the relationship. Applicants must be authorized to work full-time in the United States; employment visa or work permit sponsorship is not offered.

Requirements

At least 5 years of experience in technical support, product operations, or a senior analyst role within financial services.
Strong understanding of client processing systems, data flows, and support tooling.
Demonstrated experience in client-facing roles with premium service delivery expectations.
Experience working cross-functionally with Product, Engineering, Customer Success, and global teams.
Proficiency in querying systems, such as SQL or internal tools.
Excellent communication, documentation, and collaboration skills, including for executive-level interactions.
Experience mentoring or leading peers in complex technical environments.
Currently authorized to work in the United States on a full-time basis; employment visa or work permit sponsorship is not offered.

Nice To Haves

Experience with premium client service models or white glove support programs.
Familiarity with ticketing systems such as Zendesk or Jira and collaborative platforms such as 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.
Knowledge of process improvement methodologies and change management in premium service environments.
Experience leading strategic initiatives that drive client satisfaction and operational excellence.

Responsibilities

Advocate for premium clients by providing proactive, high-quality support tailored to their business needs.
Collaborate with Customer Success Managers, Program/Project Managers, dedicated analysts, and other stakeholders as an integrated service team.
Participate in client-specific Microsoft Teams channels with relevant stakeholders.
Facilitate product launches, continuous improvements, and rapid issue resolution using advanced tools and expertise.
Partner with Product Managers to define and prioritize internal tooling and data access needs.
Translate analyst workflows and technical requirements into actionable product specifications and advocate for support needs in product planning and roadmap discussions.
Embed support requirements throughout the product lifecycle to improve efficiency and mitigate risk.
Work with Engineering and Development teams to clarify and resolve client processing issues.
Assist in debugging, reproducing, and documenting complex issues, and validate fixes and enhancements before deployment for Help24 support readiness.
Collaborate with Help24 teams across geographies to share knowledge and align best practices.
Identify opportunities to upskill analysts, improve efficiency, and reduce ticket escalations as part of the shift-left initiative.
Lead knowledge transfer sessions and contribute to training materials.
Serve as a senior escalation point for complex or ambiguous client issues.
Mentor junior analysts and guide them in advanced troubleshooting techniques.
Contribute to internal documentation and knowledge base development.
Manage escalations proactively to accelerate issue resolution and support consistent delivery of premium service levels.
Analyze client support history to identify optimization opportunities.