Technical Account Manager

Support Analyst

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, 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