Technical Account Manager - Enterprise Support Engineer

LexisNexis Servicos de Ltda Company

São Paulo

Hybrid

BRL 180,000 - 300,000

Full time

3 days ago

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Job summary

LexisNexis Risk Solutions is seeking a Product Support Engineer for our Enterprise Anti-Financial Crime Platform in São Paulo. This hybrid role supports cloud-native and on-prem deployments, collaborating with Product Experts and cross-functional teams to ensure service reliability and rapid incident response.

You will own customer cases, troubleshoot complex issues across Java web apps, REST APIs, databases, and container platforms, and contribute to improvements in observability, tooling, and

Qualifications

University degree in software engineering or related discipline.
Experience in enterprise or cloud support engineering.
Experience with enterprise customers on complex issues.
Experience in financial services or financial crime compliance is valuable.

Responsibilities

Own assigned customer support cases from intake through resolution.
Investigate, analyze, troubleshoot, and reproduce advanced issues.
Build test environments from customer scenarios to validate fixes.
Analyze logs, configuration, and data to determine root cause.
Troubleshoot Kubernetes/OpenShift resources and deployments.
Lead or participate in critical incidents with customers and teams.
Create defect reports and validate resolutions.

Skills

Analytical and problem-solving

Clear communication

End-to-end ownership

Customer-first mindset

Curiosity and self-direction

Collaborative mindset

Education

University degree in Software Engineering or related discipline

Tools

Kubernetes

OpenShift

Helm

Oracle

SQL Server

Redis

Kafka

IBM MQ

Java

REST APIs

Job description

Enterprise Anti-Financial Crime Platform | Product Support Engineering

About the Team The LexisNexis Risk Solutions Product Support Engineering organization is a global, customer-focused team supporting mission-critical financial crime compliance platforms with the world’s top banking and financial institutions as our customers. The team partners closely with Product Experts, Product Tech and other cross-functional teams to protect service reliability, customer confidence, and continuous product impovement in fast-paced, SLA-driven environments.

This is a hybrid position in São Paulo - BR. Idions: English language proficiency in advanced to fluente and Spanish is a plus.

Key Responsibilities

Own assigned customer support cases from intake through resolution, including accurate logging, prioritization, status updates, customer communication, and SLA adherence.
Investigate, analyze, troubleshoot, and reproduce advanced technical issues affecting cloud-native and on-premises enterprise deployments.
Build representative test environments from customer scenarios to validate assumptions, recreate failures, test workarounds, and confirm fixes.
Analyze application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, API responses, deployment artifacts, and system behavior.
Troubleshoot Kubernetes and OpenShift resources, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behavior.
Diagnose issues spanning Java web applications, REST APIs, databases, messaging middleware, object storage, authentication and SSO, TLS certificates, cloud infrastructure, and customer integrations.
Lead or participate in critical incidents and Severity 1 investigations with customers, support leadership, Product Experts (Level 3 Support), and Product Tech teams.
Distinguish among product defects, environmental issues, configuration errors, resource constraints, data problems, and integration failures using evidence-based root-cause analysis.
Create well-structured defect reports and technical findings; elevate unresolved issues or confirmed defects to the appropriate owner.
Validate defect corrections and proposed resolutions, then confirm outcomes with customers.
Contribute to knowledge, troubleshooting methods, support processes, tools, infrastructure, and observability practices.

Hard Skills

Enterprise Applications and Operating Environments

Experience supporting, deploying, implementing, or troubleshooting enterprise web applications, preferably Java based, in production.
Working knowledge of Linux or Unix and Windows environments, command-line diagnostics, system outputs, and deployment configuration.
Understanding of client/server and web application concepts, including HTTP/HTTPS, requests and responses, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts.

Cloud-Native Platforms and Cloud Infrastructure

Hands-on experience with, or strong working knowledge of, Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting.
Understanding public, private, and hybrid cloud architectures, including Azure, AWS, Google Cloud, load balancers, DNS, private endpoints, firewalls, security groups, routing, managed services, and object storage.
Ability to assess how platform and deployment choices affect application behavior, resiliency, and supportability; platform-administrator expertise is not required.

Observability and Production Troubleshooting

Ability to correlate logs, metrics, events, traces, timestamps, transaction IDs, request IDs, pod names, service names, configuration, and customer-reported symptoms.
Experience using available evidence to isolate failures across distributed components and produce clear, actionable technical conclusions.
Strong root-cause analysis, issue reproduction, hypothesis testing, and defect-validation skills.

Data, Integration, Identity, and Security

Experience writing and debugging SQL and working with Oracle, Microsoft SQL Server, or other relational databases; understanding of schemas, tables, joins, keys, constraints, indexes, data types, and query behavior.
Working knowledge of REST APIs, messaging and caching technologies such as IBM MQ, Kafka, or Redis, and data flows across databases, queues, APIs, files, and object storage.
Familiarity with SSO, SAML, OAuth, LDAP, certificates, OpenSSL, TLS handshakes, authentication, authorization, tokens, and identity-provider integrations.

Scripting and Data Formats

Comfort with at least one programming or scripting language such as Bash, shell, PowerShell, Python, or Java.
Ability to work with JSON, XML, YAML, CSV, proprietary data formats, deployment manifests, data mapping, and transformation logic.

Soft Skills

Exceptional analytical and problem-solving ability with a proactive, methodical, and detail-oriented approach.
Clear written and verbal communication, including the ability to explain complex technical findings to customers and internal stakeholders.
End-to-end ownership, sound prioritization, and the ability to manage multiple cases and competing priorities under pressure.
Customer-first judgment, professionalism, and calm execution during critical incidents and escalations.
Curiosity, self-direction, persistence, and commitment to continuous learning as products and architectures evolve.
Collaborative mindset with the judgment to work independently, engage specialists, and expand effectively. Maintain a professional, calm, precise, and client-focused approach during routine casework and high-pressure incidents.

What Success Looks Like

Complex issues are driven toward durable resolution with clear ownership, disciplined communication, and appropriate urgency.
Investigations connect evidence across applications, platforms, infrastructure, network, database, identity, storage, integration, and configuration layers.
Customer scenarios are reproduced accurately, root causes are identified where evidence permits, and resolutions are validated before closure.
Customers and internal teams receive concise, precise findings that enable decisions and next steps.
The engineer develops deep product and platform expertise and treats enterprise support engineering as a high-impact technical discipline.

Education and Experience

University degree in Software Engineering or related discipline, or equivalent practical experience.

Relevant experience in application support, enterprise support engineering, cloud support, systems engineering, implementation services, DevOps, site reliability engineering, software engineering, or a closely related technical field.

Experience working directly with enterprise customers and internal technical teams on complex, business-critical issues.

Experience supporting regulated, financial services, financial crime compliance, transaction screening, or high-volume data platforms is valuable.

Representative Technologies

We know your well-being and happiness are key to a long and successful career

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. We are committed to providing a fair and accessible hiring process.

Equal Opportunity Employer

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers: EEO Know Your Rights

USA Job Seekers: EEO Know Your Rights.

About LexisNexis Risk Solutions

At LexisNexis® Risk Solutions, our businesses span multiple industries providing customers with innovative technologies, information-based analytics, decisioning tools and data management services that provide market-specific solutions. Approximately 11,100 employees in offices throughout the world support our brands by serving customers in more than 190 countries and territories. LexisNexis® Risk Solutions is part of RELX, a global provider of information and analytics for professional and business customers across industries.

For more information, please visit www.risk.lexisnexis.com and www.relx.com.

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