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 Senior Analyst to join our Help24 team. This role serves as a L2 advocate for our clients, ensuring they receive proactive, high-quality support to address their business needs. As a key escalation point, you will bridge the gap between Product, Engineering, Development, and frontline support teams while being empowered to resolve complex issues efficiently.

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

• 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 incidents, including coordinating internal resources, directing the technical investigation, communicating status to impacted clients, and sending service notices.

• 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 environments, and isolate root cause.

• Troubleshoot API integrations (REST/SOAP), file-based processing (SFTP, batch jobs, file formats), payment exceptions, and money movement issues spanning ACH, debit, and credit card transactions.

• Contribute to root cause analysis (RCA) documentation following critical incidents, partnering with Engineering and Product teams on corrective actions and long-term remediation plans.

• Identify recurring issues and chronic problem trends; champion permanent fixes through the problem management process.

• Build and maintain the knowledge base: author runbooks, troubleshooting guides, and knowledge articles that increase first-contact resolution at the front line.

• Interface professionally with clients and internal partner teams (Project and Client Success Managers, Engineering, Operations) to support incidents, problem resolution, and remediation plans.

• Answer client configuration and operational questions by testing and reviewing available documentation, escalating documentation gaps for correction.

• Track all work in the case tracking system (e.g., Jira) with accurate, complete, and timely documentation.

• Participate in audit activities related to the Incident and Problem Management processes.

• Comprehend and comply with all Corporate Policies, including but not limited to the ACI Code of Ethics and Global Information Security.

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

• Lead knowledge transfer sessions and contribute to training materials

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

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

• 5+ years of experience in technical support, product operations, or a senior analyst role within financial services.

• Strong knowledge of client processing systems, data flows, and support tools.

• Experience supporting clients in high-touch service environments.

• Proven ability to collaborate across Product, Engineering, Customer Success, and global teams.

• Proficiency using SQL and internal tools to research data and investigate issues.

• Excellent communication, documentation, and collaboration skills, including executive-level interactions.

• Degree in computer science or a related technical field, or equivalent experience through technical military service, certifications, or independent technical projects.

• Experience in payments, fintech, banking, or electronic bill presentment and payment (EBPP) preferred; knowledge of ACH, debit/credit card processing, or money movement concepts is a strong plus.

• Hands-on experience troubleshooting APIs, including REST/SOAP and JSON/XML, as well as SFTP file transfers and batch processing.

• Ability to review application logs and use monitoring or observability tools to diagnose issues.

• Familiarity with ITIL concepts, including incident, problem, and change management; ITIL certification is a plus.

• Ability to lead technical triage under pressure by structuring investigations, assigning tasks, and communicating clearly with technical and non-technical audiences.

• Self-directed, resourceful, and able to take initiative when information is limited.

• Strong verbal, written, and interpersonal skills, with the ability to engage senior client and ACI stakeholders.

• Knowledge of CRM and case management systems and practices, such as Jira, Salesforce, or ServiceNow.

• Highly organized and effective in a remote, geographically distributed work environment.

• Able to manage multiple priorities and time-sensitive work in a fast-paced environment.

• Available to support technical triage and crisis situations as needed.

Preferred Qualifications (Education, Experience, Competencies)

• Bachelor's Degree

• Bi-lingual - English + Spanish

• 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

Work Environment:

• 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

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.

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.

Are 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 #19633)

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

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