Senior Technical Support Analyst – Risk Solutions

Remitly; Alpharetta (GA); On-site; USD 65,000 - 130,000; Full time

Job summary

LexisNexis Risk Solutions is seeking a Support Analyst to provide advanced technical support by investigating, analyzing, troubleshooting, and reproducing complex customer-reported issues. This role requires a strong technical background and the ability to analyze system behavior using logs, configurations, and database records.

You will own support cases end to end, manage severity and escalations, and collaborate with Level 3 and Product teams to drive service reliability and customer

Qualifications

• 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.

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 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.

Skills

Analytical skills

Communication skills

Organizational skills

Self-motivated

Teamwork

English proficiency

Education

Bachelor's degree in Computer Science or related field

Tools

MQSeries

Oracle

MS SQL Server

Job description

LexisNexis Risk Solutions is seeking a Support Analyst to provide advanced technical support by investigating, analyzing, troubleshooting, and reproducing complex customer-reported issues. This role requires a strong technical background and the ability to analyze system behavior using logs, configurations, and database records.

You will own support cases end to end, manage severity and escalations, and collaborate with Level 3 and Product teams to drive service reliability and customer