Sr. Technical Account Manager

Support Analyst

A Support Analyst's core responsibility includes investigating, analyzing, troubleshooting and reproducing the technical issues reported by our customers. Unlike other typical customer support positions, this Support Analyst position requires strong technical knowledge. This position doesn't require you to write any code or SQL queries or build an application but having the experience/knowledge on how things work will greatly help you in your case investigation.

Responsibilities include communicating via email and phone with clients, managing multiple technical cases and partnering with clients through resolution/completion.

Proven technical and analytical skills to investigate potentially complex technical issues by analyzing log files, input/output files, configuration files, etc.

Highly detail-oriented and organized to work with detailed data in different log files, input/output files, configuration files, etc. from multiple support cases at once

High self-motivation to continuously learn about new products or technologies, especially on your own

Excellent work ethics with a desire to support our customers and team

Ability to work independently and under pressure

Team player

Technical background such as working with a programming language, SQL queries, data formats (e.g. JSON, XML, CSV, etc.), UNIX/shell command lines, etc.

Knowledge on how relational databases such as Oracle and MS SQL Server work; Understanding of a primary key, a foreign key, a unique constraint, data @types, etc.

Familiarity with how a Web application works e.g., deployment, client/server, user sessions, requests/responses, HTML/CSS/JavaScript, cookies, get/post methods, database connection, etc.

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

The salary range provided in this posting is the base salary range for NYC: $80,800.00 - $134,700.00

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.