# Enterprise Anti-Financial Crime Platform | Product Support Engineering **Company**: LexisNexis Risk Solutions **Location**: São Paulo, Brasil **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Engineering **Industry**: Finance **Apply**: https://relx.wd3.myworkdayjobs.com/en-US/RiskSolutions/job/Brasil---So-Paulo/Technical-Account-Manager---Enterprise-Support-Engineer_R119286?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_0b945a7a-899 ## Description 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. This is a hybrid position in São Paulo - BR requiring English language proficiency in advanced to fluent and Spanish is a plus. We are looking for an Enterprise Support Engineer to provide advanced technical support and engineering-level investigation into complex customer-reported production issues. **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** - 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. - 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. - 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. - 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. - 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 regulated, financial services, financial crime compliance, transaction screening, or high-volume data platforms is valuable. ## Skills ### Required - Java - Kubernetes - OpenShift - Linux - Windows - Azure - AWS - Google Cloud - REST APIs - Oracle - SQL Server - Redis - IBM MQ - Kafka - LDAP - SAML - OAuth - SSL/TLS - OpenSSL - JSON - XML - YAML - CSV ### Nice to have - Spanish --- Source: [Apply at relx.wd3.myworkdayjobs.com](https://relx.wd3.myworkdayjobs.com/en-US/RiskSolutions/job/Brasil---So-Paulo/Technical-Account-Manager---Enterprise-Support-Engineer_R119286?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)