Technical Account Manager

About the role

We are seeking a Technical Account Manager to join the LexisNexis Risk Solutions Product Support team. In this role you will provide advanced technical assistance to customers, investigating and resolving complex issues while ensuring high service reliability and customer satisfaction.

Key responsibilities

• Investigate, analyze, troubleshoot, and reproduce complex technical issues reported by customers.
• Log and respond to all incoming support calls and emails in line with defined SLAs.
• Own support cases end‑to‑end, managing communication, status updates, and timely resolution.
• Manage issue severity, handle escalations professionally, and coordinate with Level 3 Support.
• Perform root‑cause analysis, validate defect corrections, and confirm resolutions with customers.
• Escalate unresolved issues to the Support Manager and Product Managers as needed.
• Collaborate closely with internal teams to provide insights and improve product support processes.

Required profile

• Strong technical background with experience in analyzing system behavior using logs, configuration data, and database records.
• Excellent communication skills and a customer‑first mindset.
• Ability to manage multiple cases simultaneously while adhering to SLA commitments.
• Proactive problem‑solving attitude and willingness to contribute to process improvements.

Required skills