Sr Technical Support Analyst

Powering the worlds payments ecosystem

ACI powers the payments ecosystem globally and you power ACI. Youll 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 areseekinga highly collaborative and technically adeptSenior Analystto join our Help24 team. This role serves as aL2advocate for our clients ensuring they receive proactive high-quality support toaddresstheir business needs. As akeyescalation point you will bridge the gap between Product Engineering Development and frontline support teams whilebeingempoweredto resolve complex issues efficiently.

You will deliver exceptional service that serves as an extension of our clients teams committed to theirsuccessand invested in delivering the premium experience that defines the ACI partnership.

Essential Functions and Responsibilities

• Serve as the Level 2/Level 3 escalation point for complex technical issues raised by front-line support teams clients and internal partners owning escalated incidents through to resolution.

• Lead triage and troubleshooting for critical incidents including coordinating internal resources directing the technical investigation communicating status toimpactedclients and sending service notices.

• Perform advanced diagnostics across the platform stack:analyseapplication and system logs query databases (SQL) to research transaction and configuration issues replicate reported problems in test environments and isolate root cause.

• Troubleshoot API integrations (REST/SOAP) file-based processing (SFTP batch jobs file formats) payment exceptions and money movement issues spanning ACH debit and credit card transactions.

• Contribute to root cause analysis (RCA) documentation following critical incidents partnering with Engineering and Product teams on corrective actions and long-term remediation plans.

• Identifyrecurring issues and chronic problem trends;championpermanent fixesthrough the problem management process.

• Build andmaintainthe knowledge base: author runbooks troubleshooting guides and knowledge articles that increase first-contact resolution at the front line.

• Interface professionally with clients and internal partner teams (Project and Client Success Managers Engineering Operations) to support incidents problem resolution and remediation plans.

• Answer client configuration and operational questions by testing and reviewing available documentation escalating documentation gaps for correction.

• Track all work in the case tracking system (e.g. Jira) withaccurate complete andtimelydocumentation.

• Participate in audit activities related to the Incident and Problem Management processes.

• Comprehend andcomply withall Corporate Policies including but not limited to the ACI Code of Ethics and Global Information Security.

Engineering & Development Collaboration:

• Work closely with Engineering and Development teams to clarify and resolve client processing issues

• Assistin debugging reproducing and documenting complex issues

• Validate fixes and enhancements before deployment to ensure H24 support readiness

• Align businessobjectivesandvalidatesupport readiness through cross-functional collaboration

Global Cross-Functional Support:

• Collaborate with Help24 teams across geographies to share knowledge and align best practices

• Lead knowledge transfer sessions and contribute to training materials

• Enable scalable support for complex products through proactive escalation management and mentorship

Qualifications(EducationExperienceKnowledgeSkillsand Abilities)

• 5 years of experience in technical support product operations ora senioranalyst role within financial services.

• Strong knowledge of client processing systems data flows and support tools.

• Experience supporting clients in high-touch service environments.

• Proven ability to collaborate across Product Engineering Customer Success and global teams.

• Proficiencyusing SQL and internal tools to research data and investigate issues.

• Excellent communication documentation and collaboration skills including executive-level interactions.

• Degree in computer science or a related technical field or equivalent experience through technical military service certifications or independent technical projects.

• Experience in payments fintech banking or electronic bill presentment and payment (EBPP) preferred; knowledge of ACH debit/credit card processing or money movement concepts is a strong plus.

• Hands-on experience troubleshooting APIs including REST/SOAP and JSON/XML as well as SFTP file transfers and batch processing.

• Ability to review application logs and use monitoring or observability tools to diagnose issues.

• Familiarity with ITIL concepts including incident problem and change management; ITIL certification is a plus.

• Ability to lead technical triage under pressure by structuring investigations assigning tasks and communicating clearly with technical and non-technical audiences.

• Self-directed resourceful and able to take initiative when information is limited.

• Strong verbal written and interpersonal skills with the ability to engage senior client and ACI stakeholders.

• Knowledge of CRM and case management systems and practices such as Jira Salesforce or ServiceNow.

• Highly organized and effective in a remote geographically distributed work environment.

• Able to manage multiple priorities and time-sensitive work in a fast-paced environment.

• Available to support technical triage and crisis situations as needed.

PreferredQualifications(Education Experience Competencies)

• Bachelors Degree

• Bi-lingual-English Spanish

• 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

WorkEnvironment:

• 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 youare responsible foryou may be requested toparticipatein the triage regardless of the time of day

• Travelto the client site may bean optionas the relationship requires

Applicants must be currently authorized to work in the United Stateson a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise we offer opportunities for growth career development and a competitive compensation and benefits packageall within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem To learn more about ACI Worldwide visit our web site atJob ID(Requisition #19633)

ACI Worldwide is an AA/EEO employer in the United States which includes providing equal opportunity for protected veterans and individuals with disabilities and an EEO employer globally.

Important Notice About Recruitment Scams
Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information payments or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company ( / @). The ACI Worldwide recruitment team will always follow official channels and will never request payment.

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