Technical Account Manager

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

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com

About the Team

The LexisNexis Risk Solutions Product Support organization is a global team dedicated to delivering high-quality technical support to our customers. Working closely with Level 3 Support, Product Managers, and cross-functional teams, the Support team plays a critical role in ensuring service reliability, customer satisfaction, and continuous product improvement. The team values collaboration, technical excellence, and a strong customer-first mindset while operating in a fast-paced, SLA-driven environment.

About the Role

The Support Analyst is responsible for providing advanced technical support by investigating, analyzing, troubleshooting, and reproducing complex customer-reported issues. Unlike traditional customer support roles, this position requires a strong technical background and the ability to perform in-depth analysis of system behavior using log files, configuration data, input/output files, and database records.

The role involves direct accountability for customer support cases, ownership of communication, adherence to service level agreements (SLAs), and effective management of issue severity and escalations. The Support Analyst reports to the LexisNexis Risk Solutions Product Support Team Manager and works closely with the Level 3 Support team and other internal stakeholders.

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

• Maintain high standards of professionalism and a client-focused approach in all customer interactions

Requirements

Education & Experience

• 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

Technical Skills

• Excellent technical and analytical skills, including the ability to analyze log files, configuration files, and data inputs/outputs

• Technical background working with programming or scripting languages, SQL queries, and data formats such as JSON, XML, and CSV

• Knowledge of relational databases including Oracle and Microsoft SQL Server, with understanding of primary keys, foreign keys, unique constraints, and data types

• Familiarity with web application architecture, including client/server concepts, deployments, sessions, requests/responses, cookies, HTTP GET/POST methods, HTML, CSS, JavaScript, and database connectivity

• Proficiency with Microsoft Office tools

Core Competencies

• Proven problem-solving skills with a proactive and detail-oriented approach

• Excellent communication skills with the ability to clearly explain technical concepts

• Highly organized and able to manage multiple support cases simultaneously

• Curious, self-motivated, and committed to continuous learning of new technologies and products

• Ability to prioritize tasks and work independently under pressure

• Strong work ethic and a genuine desire to support customers and teammates

• Team-oriented mindset with a collaborative approach to problem solving

• Client-focused with demonstrated attention to detail

• English language proficiency required

Primary Location Base Pay Range: New York, NY $78,100 - $130,300.U.S. National Base Pay Range: $65,100 - $108,500. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.