Sr Technical Support Analyst

ACI Worldwide•Norcross, GA

2d•Remote

About The Position

ACI Worldwide is seeking a technically adept 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. It serves as a Level 3 escalation point and supports ACI’s global shift-left strategy, bridging Product, Engineering, Development, and frontline support teams while helping analysts resolve complex issues efficiently. Working within an integrated service model alongside Customer Success Managers, Program/Project Managers, and Help24 analysts, this position supports client success through advanced troubleshooting, escalation management, mentoring, and cross-functional collaboration. The role also represents support needs in product and tooling decisions, helps prepare support teams for product changes, and shares knowledge across global teams. It is remote, involves collaboration across time zones, and may require participation in client triage regardless of the time of day. Travel to client sites may be an option as the relationship requires.

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 querying systems, such as with SQL or internal tools.
Excellent communication, documentation, and collaboration skills 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 now or in the future.

Nice To Haves

Experience with premium client service models or white-glove support programs.
Familiarity with ticketing systems such as Zendesk or Jira and collaboration 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 and provide proactive, high-quality support tailored to their business needs.
Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts as part of an integrated service team.
Participate in client-specific Microsoft Teams channels with relevant stakeholders.
Support product launches, continuous improvements, and rapid issue resolution.
Partner with Product Managers to define and prioritize internal tooling and data access needs.
Translate analyst workflows and technical requirements into product specifications and advocate for support needs in product planning and roadmap discussions.
Work with Engineering and Development to clarify and resolve client processing issues; help debug, reproduce, and document complex issues.
Validate fixes and enhancements before deployment and help ensure Help24 support readiness.
Collaborate with global Help24 teams 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.
Manage complex escalations, mentor junior analysts, and guide advanced troubleshooting.
Contribute to internal documentation and knowledge-base development.
Participate in client triage when requested, regardless of time of day.