Sr Technical Support Analyst

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.

Job Purpose

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.

At ACI Speedpay, our focus is on our clients, ensuring we deliver exceptional experiences.

Our HELP24 organization provides around-the-clock technical support for the billers who depend on our payment platforms, and our Senior Technical Support Analysts are the technical backbone of that mission.

As a Level 2/Level 3 Analyst, you are the escalation point where complex problems get solved: when front-line teams have exhausted their resources, you take ownership, dig into the systems, and drive the issue to resolution.

You combine deep technical troubleshooting skill with calm, confident client communication during high-pressure incidents.

This role demands intellectual curiosity, disciplined problem-solving, familiarity with electronic bill payment applications, and the ability to learn complex payment systems quickly.

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 (P1/P2) incidents, including coordinating internal resources, directing the technical investigation, communicating status to impacted clients, and sending service notices.


* Able to consult, triage and resolve client issues on multiple platforms


* Perform advanced diagnostics across the platform stack: analyse application and system logs, query databases (SQL) to research transaction and configuration issues, replicate reported problems in test en...