Sr Technical Application Support Analyst

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.

We are seeking a highly collaborative and technically adept Senior Analyst to join our Help
24 team. This role serves as a L2 advocate for our clients, ensuring they receive proactive, high-quality support to address their business needs. As a key escalation point, you will bridge the gap between Product, Engineering, Development, and frontline support teams while being empowered to resolve complex issues efficiently. Y ou 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.

• Serve as the Level 2/Level 3 escalation point for complex technical issues raised by front-line support teams, clients, and internal partners, owning escalated incidents through to resolution.
• Lead triage and troubleshooting for critical incidents, including coordinating internal resources, directing the technical investigation, communicating status to impacted clients, and sending service notices.
• Perform advanced diagnostics across the platform stack: analyse application and system logs, query databases (SQL) to research transaction and configuration issues, replicate reported problems in test environments, and isolate root cause.
• Troubleshoot API integrations (REST/SOAP), file-based processing (SFTP, batch jobs, file formats), payment exceptions, and money movement issues spanning ACH, debit, and credit card transactions.
• Contribute to root cause analysis (RCA) documentation following critical incidents, partnering with Engineering and Product teams on corrective actions and long-term remediation plans.
• Identify recurring issues and chronic problem trends; champion permanent fixes through the problem management process.
• Build and maintain the knowledge base: author runbooks, troubleshooting guides, and knowledge articles that increase first-contact resolution at the front line.
• Interface professionally with clients and internal partner teams (Project and Client Success Managers, Engineering, Operations) to support incidents, problem resolution, and remediation plans.
• Answer client configuration and operational questions by testing and reviewing available documentation, escalating documentation gaps for correction.
• Track all work in the case tracking system (e.g., Jira) with accurate, complete, and timely documentation.
• Participate in audit activities related to the Incident and Problem Management processes.
• Comprehend and comply with all Corporate Policies, including but not limited to the ACI Code of Ethics and Global Information Security.

• Work closely with Engineering and Development teams to clarify and resolve client processing issues
• Assist in debugging, reproducing, and documenting complex issues
• Validate fixes and enhancements before deployment to ensure H24 support readiness
• Align business objectives and validate support readiness through cross-functional collaboration

• Collaborate with Help
  24 teams across geographies to share knowledge and align best practices
• Lead knowledge transfer sessions and contribute to training materials
• Enable scalable support for complex products through proactive escalation management and mentorship

• 5+ years of experience in technical support, product operations, or a senior analyst role within financial services.
• Strong knowledge of client processing systems, data flows, and support tools.
• Experience supporting clients in high-touch service environments.
• Proven ability to collaborate across Product, Engineering,…