Sr Technical Support Analyst

ACI Worldwide•Norcross, GA

2d•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, delivering proactive, tailored support and acting as a Level 3 escalation point. It bridges Product, Engineering, Development, and frontline support teams while helping analysts resolve complex issues and supporting ACI’s global shift-left strategy. The position works within an integrated service model alongside Customer Success Managers, Program/Project Managers, and Help24 analysts. It supports product launches and continuous improvement, helps define support tooling and data-access needs, collaborates on investigation and validation of fixes, and develops analyst capability through knowledge sharing, training, and mentorship. The role aims to provide faster issue resolution, continuity, strategic insights, and a premium support experience for clients. This is a remote position involving global collaboration across time zones and a client-focused environment. Extensive computer and communications-system use is expected, along with regular video conferencing and client communication. Participation in client triage may be requested at any time of day, and travel to client sites may be an option as relationships require. Applicants must already be authorized to work full-time in the United States; 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 querying systems, such as with SQL or internal tools.
Excellent communication, documentation, and collaboration skills, including for executive-level interactions.
Experience mentoring or leading peers in complex technical environments.
Current authorization to work in the United States on a full-time basis; the employer does not offer employment visa or work-permit sponsorship.

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 improve client satisfaction and operational excellence.

Responsibilities

Advocate for premium clients and ensure 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.
Facilitate 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.
Assist in debugging, reproducing, and documenting complex issues, and validate fixes and enhancements before deployment.
Collaborate across global Help24 teams to share knowledge and align best practices.
Identify opportunities to upskill analysts, improve efficiency, and reduce ticket escalations in support 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.
Contribute to internal documentation and knowledge-base development.
Participate in client triage when requested, including outside typical working hours.