Technical Account Manager

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.
• Familiarity with 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.
• 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.
• Able 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.

Benefits

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.