Sr Technical Support Analyst

ACI Worldwide•Norcross, GA

2d•Remote

About The Position

We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently. Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership. At ACI Speedpay, our focus is on our clients, ensuring we deliver exceptional experiences. Our HELP24 organization provides around-the-clock technical support for the billers who depend on our payment platforms, and our Senior Technical Support Analysts are the technical backbone of that mission. As a Level 2/3 Analyst, you are the escalation point where complex problems get solved: when front-line teams have exhausted their resources, you take ownership, dig into the systems, and drive the issue to resolution. You combine deep technical troubleshooting skill with calm, confident client communication during high-pressure incidents. This role demands intellectual curiosity, disciplined problem-solving, familiarity with electronic bill payment applications, and the ability to learn complex payment systems quickly.

Requirements

5+ years of experience in technical support, application support, or production support roles, with at least 2 years operating at an L2/L3 (escalation) level.
Degree in computer science or a related technical field, or equivalent experience (e.g., technical military service, certifications, or independent technical projects).
Experience in payments, fintech, banking, or electronic bill presentment and payment (EBPP) strongly preferred; working knowledge of ACH, debit/credit card processing, or money movement concepts is a significant plus.
Proficiency with SQL for data research and issue investigation.
Hands-on experience troubleshooting APIs (REST/SOAP, JSON/XML), file transfers (SFTP), and batch processing.
Comfortable reading application logs and using monitoring/observability tools to diagnose issues.
Familiarity with ITIL concepts (incident, problem, and change management); ITIL certification a plus.
Demonstrated ability to lead a technical triage under pressure: structuring the investigation, delegating tasks, and communicating clearly with both technical and non-technical audiences.
Self-driven and capable of taking initiative with innovative problem-solving when information is minimal.
Excellent verbal, written, and interpersonal communication skills, including the ability to engage senior stakeholders at both the client and within ACI.
Demonstrated knowledge of CRM and case management systems and practices (e.g., Jira, Salesforce, ServiceNow).
Organized and able to work effectively in a remote, geographically dispersed organization.
Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
Available for triages and crisis situations.

Nice To Haves

Bachelor’s Degree
Bi-lingual - English + Spanish
Familiarity with Client Relationship Management (CRM) systems and practices a plus

Responsibilities

Serve as the Level 2/Level 3 escalation point for complex technical issues raised by front-line support teams, clients, and internal partners, owning escalated incidents through to resolution.
Lead triage and troubleshooting for critical (P1/P2) incidents, including coordinating internal resources, directing the technical investigation, communicating status to impacted clients, and sending service notices.
Able to consult, triage and resolve client issues on multiple platforms
Perform advanced diagnostics across the platform stack: analyse application and system logs, query databases (SQL) to research transaction and configuration issues, replicate reported problems in test environments, and isolate root cause.
Troubleshoot API integrations (REST/SOAP), file-based processing (SFTP, batch jobs, file formats), payment exceptions, and money movement issues spanning ACH, debit, and credit card transactions.
Monitor system alerts affecting client-facing applications and functions, proactively identifying and escalating emerging issues before they become client-impacting.
Contribute to root cause analysis (RCA) documentation following critical incidents, partnering with Engineering and Product teams on corrective actions and long-term remediation plans.
Identify recurring issues and chronic problem trends; champion permanent fixes through the problem management process.
Build and maintain the knowledge base: author runbooks, troubleshooting guides, and knowledge articles that increase first-contact resolution at the front line.
Mentor and coach junior analysts, providing technical guidance, shadowing opportunities, and structured knowledge transfer.
Interface professionally with clients and internal partner teams (Project and Client Success Managers, Engineering, Operations) to support incidents, problem resolution, and remediation plans.
Answer client configuration and operational questions by testing and reviewing available documentation, escalating documentation gaps for correction.
Track all work in the case tracking system (e.g., Jira) with accurate, complete, and timely documentation.
Participate in audit activities related to the Incident and Problem Management processes.
Participate in critical incidents outside standard business hours.
Comprehend and comply with all Corporate Policies, including but not limited to the ACI Code of Ethics and Global Information Security.