Technical Account Manager (TAM)

Threatmetrix - Alpharetta, GA

Full-time - Mid Level

Alpharetta, GA

10,001+ employees

Publishing Industries

About the position

The Support Engineer role at LexisNexis Risk Solutions is a critical position within the Customer Support organization, focusing on enhancing technical customer relationships through effective support of the ThreatMetrix Service. This role is part of a 24x7 global support team, requiring flexibility in working hours, including potential overnight and weekend shifts. The Support Engineer will address a variety of customer inquiries, ranging from simple password resets to complex troubleshooting of integrations and network connections, ensuring the service operates smoothly and efficiently.

Responsibilities

• Providing guidance and validation of software solutions for large companies to conduct business online.
• Testing and troubleshooting customer integrations, including Desktop/Laptop and mobile (SDK) fingerprinting API Integrations.
• Designing policies and rules for escalation and enforcement workflows.
• Following prescribed software workflows and processes to address customer questions and maintain service functionality.
• Discerning when to escalate software/technical issues and responding to initial customer inquiries.
• Proactively notifying customers of service events and documenting processes for future reference.

Requirements

• A minimum of 5 years previous Customer Support (pre/post sales) experience with a proven track record.
• Excellent customer-facing skills, both via email and over the phone.
• Basic understanding of cross-platform programming languages (Swift, Reactive Native, Flutter, etc.).
• Basic understanding of Software Development Kits (SDK) and mobile compilation.
• Understanding of SQL and ability to generate simple queries.
• Detailed working knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript, or ASP.Net.
• Excellent analysis, troubleshooting, and debugging skills, particularly with web workflows and websites.
• Ability to manage a wide variety of demanding and complex issues effectively.
• Self-management of workload and adaptability to rapidly changing priorities.
• Ability to work constructively with other organizations, such as Engineering, for code changes and maintenance releases.
• Articulate communicator with excellent written and verbal English communication skills.
• Experience with online fraud is highly desirable.
• BA/BS degree or equivalent relevant industry experience.

Nice-to-haves

• Experience with online fraud mitigation techniques.

Benefits

• Diversity employee networks globally.
• Inclusive leadership and equitable processes.
• Equal opportunity employer with a commitment to fair hiring practices.