Technical Support Lead End-to-End Client Issues

LexisNexis Risk Solutions; Alpharetta (GA); On-site; USD 65,000 - 109,000; Full time

Benefits offered by this job

Country-specific benefits

Accommodation support for disability

Job summary

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

The role requires a strong technical background, experience with log analysis, databases, and web applications, and collaboration with Level 3 Support and product teams to drive improvements.

Qualifications

• University degree in Computer Science or 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).

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.

Skills

Problem-solving

Communication

Organization

Self-motivated

Customer-focused

Team collaboration

Attention to detail

Education

University degree in Computer Science or related discipline

Tools

MQSeries

Oracle

Microsoft SQL Server

JSON/XML/CSV

Unix environments (AIX/Solaris)

Job description

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

The role requires a strong technical background, experience with log analysis, databases, and web applications, and collaboration with Level 3 Support and product teams to drive improvements.