Technical Account Manager (Software Support)
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
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