{"id":3383833,"url":"https://alion.io/job/aci-worldwide-sr-technical-support-analyst","title":"Sr Technical Support Analyst","company":{"id":20985,"name":"ACI Worldwide","domain":"aciworldwide.com","url":"https://alion.io/company/aci-worldwide","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":93,"open_postings":10,"ghost_share":0,"stale_share":0.1,"repost_share":0,"time_to_fill_p50_days":73,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Omaha, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":147000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":104},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-27T21:47:50Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-30T10:24:33Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Powering the world’s payments ecosystem\nACI 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.\nJob Purpose:\nWe 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.\nOperating 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.\nEssential Functions and Responsibilities\nClient Advocacy:\nServe as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs\nCollaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit\nParticipate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders\nFacilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise\nProduct & Tooling Liaison:\nPartner with Product Managers to define and prioritize internal tooling and data access needs\nTranslate analyst workflows and technical requirements into actionable product specifications\nAdvocate for support team needs in product planning and roadmap discussions\nEmbed support requirements throughout the product lifecycle to drive efficiency and mitigate risk\nEngineering & Development Collaboration:\nWork closely with Engineering and Development teams to clarify and resolve client processing issues\nAssist in debugging, reproducing, and documenting complex issues\nValidate fixes and enhancements before deployment to ensure H24 support readiness\nAlign business objectives and validate support readiness through cross-functional collaboration\nGlobal Cross-Functional Support:\nCollaborate with Help24 teams across geographies to share knowledge and align best practices\nSupport the \"shift left\" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations\nLead knowledge transfer sessions and contribute to training materials\nEnable scalable support for complex products through proactive escalation management and mentorship\nLevel 3 Escalation & Mentorship:\nServe as a senior escalation point for complex or ambiguous client issues\nMentor junior analysts and provide guidance on advanced troubleshooting techniques\nContribute to internal documentation and knowledge base development\nAccelerate issue resolution and ensure consistent delivery of premium service levels\nValue Delivered to White Glove Clients:\nReduced Downtime: Faster issue resolution through dedicated expertise and proactive support\nConsistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction\nConfidence: Access to experienced professionals who understand financial services and technology complexities\nStrategic Insights: Proactive identification of optimization opportunities based on client support history\nPeace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs\nQualifications (Education, Experience, Knowledge, Skills, and Abilities)\n5+ years in a technical support, product operations, or senior analyst role within financial services\n\nStrong understanding of client processing systems, data flows, and support tooling\n\nDemonstrated experience in client-facing roles with premium service delivery expectations\n\nExperience working cross-functionally with Product, Engineering, Customer Success, and global teams\n\nProven proficiency in querying systems (e.g., SQL, internal tools)\n\nExcellent communication, documentation, and collaboration skills for executive-level interactions\n\nDemonstrated experience mentoring or leading peers in complex technical environments\n\nPreferred Qualifications (Education, Experience, Competencies)\nExperience with premium client service models or white glove support programs\n\nFamiliarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)\n\nExperience with log analysis tools or observability platforms\n\nBackground in SaaS, fintech, or enterprise software environments\n\nExperience working with distributed teams across time zones\n\nKnowledge of payments processing, financial services regulations, or compliance frameworks\n\nCompetencies\n1. Premium Client Service Excellence:\nDeep understanding of premium service delivery and white glove client expectations\nAbility to serve as an extension of client teams with strategic mindset\n2. Operational Strategy & Execution:\nAbility to design, implement, and refine operational strategies that enhance premium service delivery\nSkilled in aligning support operations with client success goals and business objectives\n3. Strategic Stakeholder Collaboration:\nExecutive-level communication skills for interaction with Customer Success Managers and client leadership\nAbility to serve as strategic liaison between clients and internal teams to ensure alignment and satisfaction\n4. Advanced Analytical & Problem-Solving Skills:\nProficient in analyzing complex client environments and operational data to proactively identify improvements\nAbility to translate technical complexity into strategic insights for clients\n5. Technical Proficiency & Innovation:\nAdvanced proficiency with customer service platforms, CRMs, and collaborative tools\nAbility to leverage technology and automation to enhance premium client experience\n6. Program & Change Management Leadership:\nKnowledge of process improvement methodologies and change management in premium service environments\nExperience leading strategic initiatives that drive client satisfaction and operational excellence\nWork Environment:\nRemote position with global collaboration across time zones\nClient-focused environment requiring premium service delivery standards\nCollaborative team structure with integrated stakeholder approach\nPhysical demands:\nExtensive computer and communication system usage (8+ hours daily)\n\nRegular video conferencing and client communication requirements\nIf 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\nTravel to the client site may be an option as the relationship requires\n\nApplicants 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.\nIn return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package-all within an innovative and collaborative work environment.\nAre you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #20201)\nACI 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.\nImportant Notice About Recruitment Scams\nJob 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 (www.aciworldwide.com / @aciworldwide.com). 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