Senior Technical Support Analyst

ACI Worldwide

Technical Account Manager providing proactive support for strategic clients in the payments ecosystem. Collaborating across teams to resolve issues and ensure exceptional service delivery.

Posted 8/3/2026full-timeNorcross • Alabama, New York, Texas • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex technical issues, particularly in payments and fintech environments, while effectively mentoring junior analysts and contributing to incident management processes.

Highest-signal resume keywords

Technical Support ExperienceL2/L3 Escalation ExpertiseSQL ProficiencyAPI Troubleshooting (REST/SOAP)ITIL Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportApplication SupportIncident ManagementRoot Cause AnalysisAPI Integration TroubleshootingFile Transfer TroubleshootingBatch ProcessingData Research with SQLPayment Processing KnowledgeACH Knowledge

Soft Skills

Organizational SkillsMentoringCoaching

Tools & Technologies

Case Tracking SystemSFTP

Certifications & Qualifications

ITIL Certification

Industry Keywords

PaymentsFintechBankingElectronic Bill Presentment and Payment (EBPP)

Tech Stack

Tools & technologies

SOAPSQL

About the role

Key responsibilities & impact

Serve as the Level 2/Level 3 escalation point for complex technical issues raised by front-line support teams, clients, and internal partners
Lead triage and troubleshooting for critical (P1/P2) incidents, including coordinating internal resources and sending service notices
Able to consult, triage and resolve client issues on multiple platforms
Perform advanced diagnostics across the platform stack
Troubleshoot API integrations (REST/SOAP), file-based processing, and payment exceptions
Monitor system alerts and proactively identify emerging issues
Contribute to root cause analysis (RCA) documentation
Build and maintain the knowledge base
Mentor and coach junior analysts
Track all work in the case tracking system
Participate in audit activities related to Incident and Problem Management processes
Participate in critical incidents outside standard business hours.

Requirements

What you’ll need

5+ years of experience in technical support, application support, or production support roles
At least 2 years operating at an L2/L3 (escalation) level
Degree in computer science or a related technical field, or equivalent experience (e.g., technical military service, certifications, or independent technical projects)
Experience in payments, fintech, banking, or electronic bill presentment and payment (EBPP) strongly preferred
Working knowledge of ACH, debit/credit card processing, or money movement concepts is a significant plus
Proficiency with SQL for data research and issue investigation
Hands-on experience troubleshooting APIs (REST/SOAP, JSON/XML), file transfers (SFTP), and batch processing
Familiarity with ITIL concepts (incident, problem, and change management); ITIL certification a plus
Organized and able to work effectively in a remote, geographically dispersed organization
Must be fluent in English.

Benefits

Comp & perks

Opportunities for growth
Career development
Competitive compensation and benefits package
Innovative and collaborative work environment