Senior Technical Support Analyst

ACI Worldwide

. Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs .

Posted 10/28/2026full-timeNorcross • Nebraska • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client processing systems and premium service delivery within financial services, with a strong focus on collaboration, issue resolution, and mentoring in technical environments.

Highest-signal resume keywords

Technical Support ExperienceClient Processing Systems KnowledgeSQL ProficiencyMentoring ExperiencePremium Client Service Models

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLLog Analysis ToolsTechnical SupportProduct OperationsData FlowsTroubleshooting TechniquesDocumentationIssue ResolutionClient Processing SystemsKnowledge Base Development

Soft Skills

Excellent CommunicationCollaboration SkillsMentoringProactive SupportTraining Development

Tools & Technologies

ZendeskJiraMicrosoft TeamsObservability PlatformsInternal Tools

Industry Keywords

Financial ServicesSaaSFintechPayments ProcessingCompliance Frameworks

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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
Participate in client-specific Microsoft Teams channels
Facilitate product launches, continuous improvements, and rapid issue resolution
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
Work 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
Collaborate with Help24 teams across geographies to share knowledge and align best practices
Identify opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
Lead knowledge transfer sessions and contribute to training materials
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
Participate in client triage regardless of time of day when requested
Travel to the client site may be an option as the relationship requires

Requirements

What you’ll need

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
Applicants must be currently authorized to work in the United States on a full-time basis
This position does not offer sponsorship for employment visa status or work permit now or in the future
Extensive computer and communication system usage (8+ hours daily)

Benefits

Comp & perks

Opportunities for growth
Career development
Competitive compensation and benefits package
Innovative and collaborative work environment