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; 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
• 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

Pay

New York, NY: $78,100 - $130,300
U.S. National: $65,100 - $108,500

Geographic differentials may apply in some locations to better reflect local market rates.