Technical Account Manager - Enterprise Support Engineer

Enterprise Anti-Financial Crime Platform | Product Support Engineering

About the Team

The LexisNexis Risk Solutions Product Support Engineering organization is a global, customer-focused team supporting mission-critical financial crime compliance platforms with the world’s top banking and financial institutions as our customers. The team partners closely with Product Experts, Product Tech and other cross-functional teams to protect service reliability, customer confidence, and continuous product impovement in fast-paced, SLA-driven environments.

About the Role

• This is a hybrid position in São Paulo - BR
• Idions: English language proficiency in advanced to fluente and Spanish is a plus.

We are looking for a Enterprise Support Engineer and not a typical help desk professional. The person will provides advanced technical support and engineering-level investigation into complex customer-reported production issues.

The Enterprise Support Engineer will work with incidents that combines end-to-end support case ownership with deep troubleshooting across the application, container platform, infrastructure, database, network, identity, messaging, storage, integration, and customer-configuration layers.

The Enterprise Support Engineer gathers evidence, recreates customer scenarios, reproduces failures, identifies root causes, validates corrections, and communicates clear findings to customers and internal stakeholders. The engineer manages severity, escalations, and SLA commitments.

Key Responsibilities

· Own assigned customer support cases from intake through resolution, including accurate logging, prioritization, status updates, customer communication, and SLA adherence.

· Investigate, analyze, troubleshoot, and reproduce advanced technical issues affecting cloud-native and on-premises enterprise deployments.

· Build representative test environments from customer scenarios to validate assumptions, recreate failures, test workarounds, and confirm fixes.

· Analyze application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, API responses, deployment artifacts, and system behavior.

· Troubleshoot Kubernetes and OpenShift resources, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behavior.

· Diagnose issues spanning Java web applications, REST APIs, databases, messaging middleware, object storage, authentication and SSO, TLS certificates, cloud infrastructure, and customer integrations.

· Lead or participate in critical incidents and Severity 1 investigations with customers, support leadership, Product Experts (Level 3 Support), and Product Tech teams.

· Distinguish among product defects, environmental issues, configuration errors, resource constraints, data problems, and integration failures using evidence-based root-cause analysis.

· Create well-structured defect reports and technical findings; escalate unresolved issues or confirmed defects to the appropriate owner.

· Validate defect corrections and proposed resolutions, then confirm outcomes with customers.

· Contribute to knowledge, troubleshooting methods, support processes, tools, infrastructure, and observability practices.

Requirements

Hard Skills

Enterprise Applications and Operating Environments

· Experience supporting, deploying, implementing, or troubleshooting enterprise web applications, preferably Java based, in production.

· Working knowledge of Linux or Unix and Windows environments, command-line diagnostics, system outputs, and deployment configuration.

· Understanding of client/server and web application concepts, including HTTP/HTTPS, requests and responses, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts.

Cloud-Native Platforms and Cloud Infrastructure

· Hands-on experience with, or strong working knowledge of, Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting.

· Understanding public, private, and hybrid cloud architectures, including Azure, AWS, Google Cloud, load balancers, DNS, private endpoints, firewalls, security groups, routing, managed services, and object storage.

· Ability to assess how platform and deployment choices affect application behavior, resiliency, and supportability; platform-administrator expertise is not required.

Observability and Production Troubleshooting

· Ability to correlate logs, metrics, events, traces, timestamps, transaction IDs, request IDs, pod names, service names, configuration, and customer-reported symptoms.

· Experience using available evidence to isolate failures across distributed components and produce clear, actionable technical conclusions.

· Strong root-cause analysis, issue reproduction, hypothesis testing, and defect-validation skills.

Data, Integration, Identity, and Security

· Experience writing and debugging SQL and working with Oracle, Microsoft SQL Server, or other relational databases; understanding of schemas, tables, joins, keys, constraints, indexes, data types, and query behavior.

· Working knowledge of REST APIs, messaging and caching technologies such as IBM MQ, Kafka, or Redis, and data flows across databases, queues, APIs, files, and object storage.

· Familiarity with SSO, SAML, OAuth, LDAP, certificates, OpenSSL, TLS handshakes, authentication, authorization, tokens, and identity-provider integrations.

Scripting and Data Formats

· Comfort with at least one programming or scripting language such as Bash, shell, PowerShell, Python, or Java.

· Ability to work with JSON, XML, YAML, CSV, proprietary data formats, deployment manifests, data mapping, and transformation logic.

Soft Skills

· Exceptional analytical and problem-solving ability with a proactive, methodical, and detail-oriented approach.

· Clear written and verbal communication, including the ability to explain complex technical findings to customers and internal stakeholders.

· End-to-end ownership, sound prioritization, and the ability to manage multiple cases and competing priorities under pressure.

· Customer-first judgment, professionalism, and calm execution during critical incidents and escalations.

· Curiosity, self-direction, persistence, and commitment to continuous learning as products and architectures evolve.

· Collaborative mindset with the judgment to work independently, engage specialists, and escalate effectively.

Maintain a professional, calm, precise, and client-focused approach during routine casework and high-pressure incidents.

What Success Looks Like

· Complex issues are driven toward durable resolution with clear ownership, disciplined communication, and appropriate urgency.

· Investigations connect evidence across applications, platforms, infrastructure, network, database, identity, storage, integration, and configuration layers.

· Customer scenarios are reproduced accurately, root causes are identified where evidence permits, and resolutions are validated before closure.

· Customers and internal teams receive concise, precise findings that enable decisions and next steps.

· The engineer develops deep product and platform expertise and treats enterprise support engineering as a high-impact technical discipline.

Education and Experience

· University degree in Software Engineering or related discipline, or equivalent practical experience.

· Relevant experience in application support, enterprise support engineering, cloud support, systems engineering, implementation services, DevOps, site reliability engineering, software engineering, or a closely related technical field.

· Experience working directly with enterprise customers and internal technical teams on complex, business-critical issues.

· Experience supporting regulate