ACI Worldwide

Oct 27, 2026

Sr Technical Support Analyst

United States

Norcross, Georgia, United States

SQL

Job Purpose

Powering the world’s payments ecosystem

ACI 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.

We 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.

Operating 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.

Essential Functions and Responsibilities

Client Advocacy

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 to operate as a cohesive unit

Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders

Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise

Product & Tooling Liaison

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

Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk

Engineering & Development Collaboration

Work closely 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 to ensure H24 support readiness

Align business objectives and validate support readiness through cross-functional collaboration

Global Cross-Functional Support

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

Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations

Lead knowledge transfer sessions and contribute to training materials

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

Level 3 Escalation & Mentorship

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

Work Environment

Value Delivered to White Glove Clients

Reduced Downtime: Faster issue resolution through dedicated expertise and proactive support

Consistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction

Confidence: Access to experienced professionals who understand financial services and technology complexities

Strategic Insights: Proactive identification of optimization opportunities based on client support history

Peace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs

Work Environment

Remote position with global collaboration across time zones

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 you are responsible for you may be requested to participate in the triage regardless of the time of day

Travel to the client site may be an option as the relationship requires

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at aciworldwide.com aciworldwide.com Job ID (Requisition #20201)

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 (aciworldwide.com aciworldwide.com / @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment.

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Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

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

Competencies

1. Premium Client Service Excellence

Deep understanding of premium service delivery and white glove client expectations

Ability to serve as an extension of client teams with strategic mindset

2. Operational Strategy & Execution

Ability to design, implement, and refine operational strategies that enhance premium service delivery

Skilled in aligning support operations with client success goals and business objectives

3. Strategic Stakeholder Collaboration

Executive-level communication skills for interaction with Customer Success Managers and client leadership

Ability to serve as strategic liaison between clients and internal teams to ensure alignment and satisfaction

4. Advanced Analytical & Problem-Solving Skills

Proficient in analyzing complex client environments and operational data to proactively identify improvements

Ability to translate technical complexity into strategic insights for clients

5. Technical Proficiency & Innovation

Advanced proficiency with customer service platforms, CRMs, and collaborative tools

Ability to leverage technology and automation to enhance premium client experience

6. Program & Change Management Leadership

Knowledge of process improvement methodologies and change management in premium service environments

Experience leading strategic initiatives that drive client satisfaction and operational excellence

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.

Preferred Qualifications (Education, Experience, Competencies)

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

In 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.

ACI Worldwide aciworldwide.com/ is a global leader in mission-critical, real-time payments software aciworldwide.com/about-aci. Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments aciworldwide.com/solutions/aci-low-value-real-time-payments, power omni-commerce payments aciworldwide.com/solutions/aci-omni-commerce, present and process bill payments aciworldwide.com/solutions/aci-speedpay, and manage fraud and risk aciworldwide.com/solutions/aci-fraud-management-banking. We combine our global footprint with a local presence to drive the real-time digital transformation aciworldwide.com/about-aci of payments and commerce.

Languages

Sr Technical Support Analyst

Job Purpose

Essential Functions and Responsibilities

Client Advocacy

Product & Tooling Liaison

Engineering & Development Collaboration

Global Cross-Functional Support

Level 3 Escalation & Mentorship

Work Environment

Value Delivered to White Glove Clients

Work Environment

Physical demands

Important Notice About Recruitment Scams

Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

Competencies

1. Premium Client Service Excellence

2. Operational Strategy & Execution

3. Strategic Stakeholder Collaboration

4. Advanced Analytical & Problem-Solving Skills

5. Technical Proficiency & Innovation

6. Program & Change Management Leadership

Preferred Qualifications (Education, Experience, Competencies)

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