Technical Account Manager (Software Support)

Talent Octopusventures; City Of London; Hybrid; GBP 58,000 - 96,000; Full time

Job summary

LexisNexis Risk Solutions is seeking a highly skilled Support Analyst to provide advanced technical assistance for complex customer-reported issues. You will analyze logs, configurations, and database records to reproduce and resolve problems, owning cases end-to-end and coordinating with Level 3 Support and Product Managers.

The role demands a strong technical background, excellent communication, and a proactive, customer-focused mindset in a fast-paced SLA-driven environment.

Qualifications

• University degree in Computer Science or related discipline.
• Experience supporting web applications and relational databases (RDBMS).
• Experience in Unix environments (AIX, Solaris). MQSeries experience is a plus.

Responsibilities

• Investigate, analyze, troubleshoot, and reproduce complex technical issues.
• Respond to and log all incoming customer support calls and emails per SLAs.
• Own support cases end-to-end with clear communication and timelines.
• Manage issue severity and escalations professionally.
• Perform in-depth technical research on software products and defects.
• Validate defects and confirm resolutions with customers.
• Collaborate with Level 3 Support and product teams to improve processes.
• Provide regular reporting and insights to drive product improvements.

Skills

Analytical thinking

Communication skills

Unix experience

Programming languages

SQL queries

JSON/XML/CSV data

Web app architecture

Microsoft Office tools

Education

University degree in Computer Science

Tools

MQSeries

Oracle

MS SQL Server

JSON

XML

CSV

HTML/CSS/JavaScript

AIX

Solaris

Job description

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com

About the Team

The LexisNexis Risk Solutions Product Support organization is a global team dedicated to delivering high-quality technical support to our customers. Working closely with Level 3 Support, Product Managers, and cross-functional teams, the Support team plays a critical role in ensuring service reliability, customer satisfaction, and continuous product improvement. The team values collaboration, technical excellence, and a strong customer-first mindset while operating in a fast-paced, SLA-driven environment.

About the Role

The Support Analyst is responsible for providing advanced technical support by investigating, analyzing, troubleshooting, and reproducing complex customer-reported issues. Unlike traditional customer support roles, this position requires a strong technical background and the ability to perform in-depth analysis of system behavior using log files, configuration data, input/output files, and database records.

The role involves direct accountability for customer support cases, ownership of communication, adherence to service level agreements (SLAs), and effective management of issue severity and escalations. The Support Analyst reports to the LexisNexis Risk Solutions Product Support Team Manager and works closely with the Level 3 Support team and other internal stakeholders.

Responsibilities

• Investigate, analyze, troubleshoot, and reproduce complex technical issues reported by customers
• Respond to and log all incoming customer support calls and emails in accordance with defined SLAs
• Own support cases end to end, including customer communication, status updates, and timely resolution
• Manage issue severity and handle customer escalations professionally and effectively
• Perform in-depth technical research related to software products, including root cause analysis and issue reproduction
• Validate defect corrections and confirm resolution with customers
• Escalate unresolved issues or confirmed defects to the Support Manager and Product Managers as needed
• Collaborate closely with the LexisNexis Risk Solutions Level 3 Support team and other internal teams
• Provide regular reporting and insights on support activity to support product improvement initiatives
• Contribute ideas to improve support processes, tools, and infrastructure
• Maintain high standards of professionalism and a client-focused approach in all customer interactions

Education & Experience

• University degree in Computer Science or a related discipline
• Experience in Application Support, Customer Service, and/or software development or implementation services
• Experience supporting web applications and relational database management systems (RDBMS)
• Experience working in Unix environments (AIX, Solaris, Oracle); MQSeries experience is a plus

Technical Skills

• Excellent technical and analytical skills, including the ability to analyze log files, configuration files, and data inputs/outputs
• Technical background working with programming or scripting languages, SQL queries, and data formats such as JSON, XML, and CSV
• Knowledge of relational databases including Oracle and Microsoft SQL Server, with understanding of primary keys, foreign keys, unique constraints, and data types
• Familiarity with web application architecture, including client/server concepts, deployments, sessions, requests/responses, cookies, HTTP GET/POST methods, HTML, CSS, JavaScript, and database connectivity
• Proficiency with Microsoft Office tools

Core Competencies

• Proven problem-solving skills with a proactive and detail-oriented approach
• Excellent communication skills with the ability to clearly explain technical concepts
• Highly organized and able to manage multiple support cases simultaneously
• Curious, self-motivated, and committed to continuous learning of new technologies and products
• Ability to prioritize tasks and work independently under pressure
• Strong work ethic and a genuine desire to support customers and teammates
• Team-oriented mindset with a collaborative approach to problem solving
• Client-focused with demonstrated attention to detail
• English language proficiency required

Compensation

Primary Location Base Pay Range: New York, NY $78,100 - $130,300.

U.S. National Base Pay Range: $65,100 - $108,500. Geographic differentials may apply in some locations to better reflect local market rates.

Benefits

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

Accessibility

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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Equal Opportunity

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.

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