Sr Technical Support Analyst
Description Powering the world’s payments ecosystem ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments. Job Purpose: We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently. Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership. Essential Functions and Responsibilities - Client Advocacy: Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs - Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit - Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders - Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise - Product & Tooling Liaison: Partner with Product Managers to define and prioritize internal tooling and data access needs - Translate analyst workflows and technical requirements into actionable product specifications - Advocate