Technical Account Manager

Support AnalystThe 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.ResponsibilitiesInvestigate, analyze, troubleshoot, and reproduce complex technical issues reported by customersRespond to and log all incoming customer support calls and emails in accordance with defined SLAsOwn support cases end to end, including customer communication, status updates, and timely resolutionManage issue severity and handle customer escalations professionally and effectivelyPerform in-depth technical research related to software products, including root cause analysis and issue reproductionValidate defect corrections and confirm resolution with customersEscalate unresolved issues or confirmed defects to the Support Manager and Product Managers as neededCollaborate closely with the LexisNexis Risk Solutions Level 3 Support team and other internal teamsProvide regular reporting and insights on support activity to support product improvement initiativesContribute ideas to improve support processes, tools, and infrastructureMaintain high standards of professionalism and a client-focused approach in all customer interactionsRequirementsEducation & ExperienceUniversity degree in Computer Science or a related disciplineExperience in Application Support, Customer Service, and/or software development or implementation servicesExperience supporting web applications and relational database management systems (RDBMS)Experience working in Unix environments (AIX, Solaris, Oracle); MQSeries experience is a plusTechnical SkillsExcellent technical and analytical skills, including the ability to analyze log files, configuration files, and data inputs/outputsTechnical background working with programming or scripting languages, SQL queries, and data formats such as JSON, XML, and CSVKnowledge of relational databases including Oracle and Microsoft SQL Server, with understanding of primary keys, foreign keys, unique constraints, and data typesFamiliarity with web application architecture, including client/server concepts, deployments, sessions, requests/responses, cookies, GET/POST methods, HTML, CSS, JavaScript, and database connectivityProficiency with Microsoft Office toolsCore CompetenciesProven problem-solving skills with a proactive and detail-oriented approachExcellent communication skills with the ability to clearly explain technical conceptsHighly organized and able to manage multiple support cases simultaneouslyCurious, self-motivated, and committed to continuous learning of new technologies and productsAbility to prioritize tasks and work independently under pressureStrong work ethic and a genuine desire to support customers and teammatesTeam-oriented mindset with a collaborative approach to problem solvingClient-focused with demonstrated attention to detailEnglish language proficiency required