Senior Payments Tech Support Engineer – L2/L3

19109 SPEEDPAY RD

Norcross (GA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

ACI Worldwide is seeking a highly collaborative Senior Analyst to join the Help24 team in a remote, globally distributed setting. You will serve as a Level 2/3 escalation point for complex technical issues, bridging Product, Engineering, and frontline support to drive timely resolutions.

The role emphasizes advanced diagnostics, API and file-processing troubleshooting, and contributing to RCA workstreams. A proactive, client‑focused mindset and strong cross-functional communication are essential.

Qualifications

5+ years in technical support or a senior analyst role within financial services.
Strong knowledge of client processing systems, data flows, and support tools.
Experience supporting clients in high‑touch service environments.
Proficient in SQL and internal tools to research data and investigate issues.
Hands-on experience troubleshooting APIs (REST/SOAP) and file transfers (SFTP).
Familiarity with ITIL concepts and change management.

Responsibilities

Serve as Level 2/3 escalation point for complex issues, owning incidents through resolution.
Lead triage and troubleshooting for critical incidents with internal teams and clients.
Perform advanced diagnostics across platform stack and analyze logs and databases.
Troubleshoot API integrations, file-based processing, and money movement issues.
Contribute to RCA documentation and corrective action plans with Engineering and Product.