Senior Technical Support Engineer - End-to-End Issue Resolver

RELX

New York (NY)

On-site

USD 78,100 - 130,300

Full time

14 days+

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Job summary

LexisNexis Risk Solutions is seeking a Support Analyst to deliver advanced technical support by investigating, analyzing, troubleshooting, and reproducing complex customer issues. You will own cases end to end, communicate with customers, and manage severities and escalations in a fast-paced SLA-driven environment.

The role requires a technical background, experience with log/configuration data, and collaboration with Level 3 Support and Product teams.

Qualifications

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