Sr Technical Support Analyst

ACI Worldwide•Norcross, GA

15h•Remote

About The Position

ACI Worldwide is seeking a highly collaborative and technically adept Technical Account Manager for its Help24 team and premium White Glove Engagement Services. The role advocates for strategic clients, delivers proactive support tailored to their needs, and serves as a Level 3 escalation point and part of the global shift-left strategy. It connects 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 dedicated Help24 analysts, this position provides support as an extension of clients’ teams. It supports product launches and continuous improvement, helps resolve client processing issues, and ensures fixes and enhancements are ready for Help24 support. The role also shares knowledge across global Help24 teams, mentors analysts, develops training and documentation, and identifies ways to improve operational efficiency and reduce escalations. Its intended client outcomes include reduced downtime, consistent support, confidence in handling financial-services and technology complexities, strategic optimization insights, and the ability for clients to focus on their core business. This is a remote position involving global collaboration across time zones and premium client service expectations. The role 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 as relationships require. Applicants must already 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 a technical support, product operations, or senior analyst role within financial services.
Strong understanding of client processing systems, data flows, and support tooling.
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 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; visa or work-permit sponsorship is not available.
Ability to meet the role’s stated physical demands, including extensive computer and communication-system use and regular video conferencing.

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.
Ability to leverage technology and automation to enhance the premium client experience.

Responsibilities

Advocate for premium clients by providing proactive, high-quality support tailored to their business needs.
Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts as a cohesive 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.
Represent support-team needs in product planning and roadmap discussions, embedding support requirements throughout the product lifecycle.
Work with Engineering and Development to clarify and resolve client processing issues.
Assist in debugging, reproducing, and documenting complex issues.
Validate fixes and enhancements before deployment to ensure 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.
Manage proactive escalations and mentor analysts to enable scalable support for complex products.
Serve as the 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.
Accelerate issue resolution and support consistent delivery of premium service levels.
Participate in client triage when requested, regardless of time of day.
Travel to client sites if needed as the relationship requires.