Technical Account Manager

RELX

Support Analyst providing advanced technical support and troubleshooting at LexisNexis Risk Solutions. Investigating complex technical issues and collaborating with internal teams for resolution.

Posted 6/26/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $78,100 - $130,300 per yearWebsite

Tech Stack

Tools & technologies

JavaScriptMS SQL ServerOracleRDBMSSQLUnix

About the role

Key responsibilities & impact

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

What you’ll need

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
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, HTTP GET/POST methods, HTML, CSS, JavaScript, and database connectivity
Proficiency with Microsoft Office tools
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.

Benefits

Comp & perks

country specific benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Application Supportweb applicationsrelational database management systemsUnix environmentsSQLJSONXMLCSVOracleMicrosoft SQL Server

Soft Skills

problem-solvingcommunicationorganizationaldetail-orientedself-motivatedcuriousclient-focusedteam-orientedproactiveability to prioritize