Sr Technical Support Analyst

ACI Worldwide; Norcross (GA); Remote; USD 120,000 - 160,000; Full time

Job summary

ACI Worldwide, a global payments leader, seeks a Technical Account Manager for its Help24 team. You will advocate for premium clients, coordinate with Product, Engineering, and CS teams, and drive proactive issue resolution across geographies.

This role emphasizes mentorship, advanced troubleshooting, and delivering a premium service experience. Remote-friendly position with cross-time-zone collaboration; you will influence tooling, data access, and product readiness while aligning client

Qualifications

• 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

Responsibilities

• 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

Skills

SQL querying

Client facing

Cross-functional

Mentoring

Observability tools

Tools

Zendesk/Jira

CRM platforms

Job description

Powering the world’s payments ecosystem

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.

Job Purpose

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.

Essential Functions and Responsibilities

Client Advocacy:

• 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

Product & Tooling Liaison:

• 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

Engineering & Development Collaboration:

• 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

Global Cross-Functional Support:

• 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

Level 3 Escalation & 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

Value Delivered to White Glove Clients:

• 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

Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

• 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

Preferred Qualifications (Education, Experience, Competencies)

• 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

Competencies

1. Premium Client Service Excellence:

• Deep understanding of premium service delivery and white glove client expectations
• Ability to serve as an extension of client teams with strategic mindset

2. Operational Strategy & Execution:

• 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

3. Strategic Stakeholder Collaboration:

• 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

4. Advanced Analytical & Problem‑Solving Skills:

• Proficient in analyzing complex client environments and operational data to proactively identify improvements
• Ability to translate technical complexity into strategic insights for clients

5. Technical Proficiency & Innovation:

• Advanced proficiency with customer service platforms, CRMs, and collaborative tools
• Ability to leverage technology and automation to enhance premium client experience

6. Program & Change Management Leadership:

• Knowledge of process improvement methodologies and change management in premium service environments
• Experience leading strategic initiatives that drive client satisfaction and operational excellence

Work Environment

• Remote position with global collaboration across time zones
• Client‑focused environment requiring premium service delivery standards
• Collaborative team structure with integrated stakeholder approach

Physical demands

• Extensive computer and communication system usage (8+ hours daily)
• Regular video conferencing and client communication requirements
• If there is a triage for the client(s) that you are responsible for you may be requested to participate in the triage regardless of the time of day
• Travel to the client site may be an option as the relationship requires