Sr Technical Support Analyst
ACI Worldwide in
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Job summary
ACI Worldwide is seeking a highly collaborative Technical Account Manager for our Help24 team. This role acts as a dedicated advocate for premium clients, bridging Product, Engineering, Development, and frontline support to deliver proactive, high-quality support and rapid issue resolution.
You will collaborate with Customer Success, Program/Project Managers, and analysts to ensure a seamless, premium service experience across geographies.
Qualifications
- 5+ years in a technical support, product operations, or senior analyst role within financial services.
- Experience delivering premium service and white glove support.
- Cross-functional collaboration with Product, Engineering, Customer Success, and global teams.
- Proficient in querying systems (e.g., SQL, internal tools).
Responsibilities
- Advocate for premium clients and ensure proactive, high-quality support.
- Collaborate with CS, PM, and analysts to operate as a cohesive unit.
- Participate in client-specific Teams channels (CSM, PM, H24, SE, BA).
- Translate analyst workflows and technical requirements into product specs.
- Lead knowledge transfer sessions and training materials.
- Mentor junior analysts and support escalation readiness.
Skills
Tools
Job description
ACI powers the payments ecosystem - globally, and you power ACI. You'll innovate, collaborate, and grow - in an energetic technology culture with decades of proven success. ACIers - in all roles and levels - are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.
We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently.
Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership .
- Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs
- Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit
- Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders
- Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise
- Partner with Product Managers to define and prioritize internal tooling and data access needs
- Translate analyst workflows and technical requirements into actionable product specifications
- Advocate for support team needs in product planning and roadmap discussions
- Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk
- Work closely with Engineering and Development teams to clarify and resolve client processing issues
- Assist in debugging, reproducing, and documenting complex issues
- Validate fixes and enhancements before deployment to ensure H24 support readiness
- Align business objectives and validate support readiness through cross-functional collaboration
- Collaborate with Help24 teams across geographies to share knowledge and align best practices
- Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
- Lead knowledge transfer sessions and contribute to training materials
- Enable scalable support for complex products through proactive escalation management and mentorship
- Serve as a senior escalation point for complex or ambiguous client issues
- Mentor junior analysts and provide guidance on advanced troubleshooting techniques
- Contribute to internal documentation and knowledge base development
- Accelerate issue resolution and ensure consistent delivery of premium service levels
- Reduced Downtime: Faster issue resolution through dedicated expertise and proactive support
- Consistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction
- Confidence: Access to experienced professionals who understand financial services and technology complexities
- Strategic Insights: Proactive identification of optimization opportunities based on client support history
- Peace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs
- 5+ years in a technical support, product operations, or senior analyst role within financial services
- Strong understanding of client processing systems, data flows, and support tooling
- Demonstrated experience in client-facing roles with premium service delivery expectations
- Experience working cross-functionally with Product, Engineering, Customer Success, and global teams
- Proven proficiency in querying systems (e.g., SQL, internal tools)
- Excellent communication, documentation, and collaboration skills for executive-level interactions
- Demonstrated experience mentoring or leading peers in complex technical environments
- Experience with premium client service models or white glove support programs
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)
- Experience with log analysis tools or observability platforms
- Background in SaaS, fintech, or enterprise software environments
- Experience working with distributed teams across time zones
- Knowledge of payments processing, financial services regulations, or compliance frameworks
Deep understanding of premium service delivery and white glove client expectations
Ability to serve as an extension of client teams with strategic mindset
- Ability to design, implement, and refine operational strategies that enhance premium service delivery
- Skilled in aligning support operations with client success goals and business objectives
ACI powers the payments ecosystem - globally, and you power ACI. You'll innovate, collaborate, and grow - in an energetic technology culture with decades of proven success. ACIers - in all roles and levels - are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.
We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently.
Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership .
- Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs
- Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit
- Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders
- Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise
- Partner with Product Managers to define and prioritize internal tooling and data access needs
- Translate analyst workflows and technical requirements into actionable product specifications
- Advocate for support team needs in product planning and roadmap discussions
- Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk
- Work closely with Engineering and Development teams to clarify and resolve client processing issues
- Assist in debugging, reproducing, and documenting complex issues
- Validate fixes and enhancements before deployment to ensure H24 support readiness
- Align business objectives and validate support readiness through cross-functional collaboration
- Collaborate with Help24 teams across geographies to share knowledge and align best practices
- Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
- Lead knowledge transfer sessions and contribute to training materials
- Enable scalable support for complex products through proactive escalation management and mentorship
- Serve as a senior escalation point for complex or ambiguous client issues
- Mentor junior analysts and provide guidance on advanced troubleshooting techniques
- Contribute to internal documentation and knowledge base development
- Accelerate issue resolution and ensure consistent delivery of premium service levels
- Reduced Downtime: Faster issue resolution through dedicated expertise and proactive support
- Consistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction
- Confidence: Access to experienced professionals who understand financial services and technology complexities
- Strategic Insights: Proactive identification of optimization opportunities based on client support history
- Peace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs
- 5+ years in a technical support, product operations, or senior analyst role within financial services
- Strong understanding of client processing systems, data flows, and support tooling
- Demonstrated experience in client-facing roles with premium service delivery expectations
- Experience working cross-functionally with Product, Engineering, Customer Success, and global teams
- Proven proficiency in querying systems (e.g., SQL, internal tools)
- Excellent communication, documentation, and collaboration skills for executive-level interactions
- Demonstrated experience mentoring or leading peers in complex technical environments
- Experience with premium client service models or white glove support programs
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)
- Experience with log analysis tools or observability platforms
- Background in SaaS, fintech, or enterprise software environments
- Experience working with distributed teams across time zones
- Knowledge of payments processing, financial services regulations, or compliance frameworks
Deep understanding of premium service delivery and white glove client expectations
Ability to serve as an extension of client teams with strategic mindset
- Ability to design, implement, and refine operational strategies that enhance premium service delivery
- Skilled in aligning support operations with client success goals and business objectives
- Executive-level communication skills for interaction with Customer Success Managers and client leadership
- Ability to serve as strategic liaison between clients and internal teams to ensure alignment and satisfaction
- Proficient in analyzing complex client environments and operational data to proactively identify improvements
- Ability to translate technical complexity into strategic insights for clients
- Advanced proficiency with customer service platforms, CRMs, and collaborative tools
- Ability to leverage technology and automation to enhance premium client experience
- Knowledge of process improvement methodologies and change management in premium service environments
- Experience leading strategic initiatives that drive client satisfaction and operational excellence
Remote position with global collaboration across time zones
Client-focused environment requiring premium service delivery standards
Collaborative team structure with integrated stakeholder approach
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