Technical Support Manager

Trusted by many of the largest companies globally, Accertify is the leading digital platform assessing risk across the entire customer journey, from Account Monitoring and Payment Risk to Refund Fraud and Dispute Management.  Accertify helps maximize revenues and user experience while minimizing loss and customer friction.  We offer ultra-fast decision-making and precise control, ensuring our clients are always confidently in the driver’s seat and ready to #MoveAtTheSpeedOfRight.

Be in the driver’s seat of your career as a Technical Support Managerwith the industry leader- and build a career you can trust.

The Technical Support Lead will closely collaborate with clients to comprehend challenges with e-commerce fraud and chargebacks. This role provides the opportunity to configure Accertify products with clients to achieve optimal outcomes.

Essential Duties & Responsibilities

• Provide technical support, set up and work tickets for our clients regarding our Fraud, Chargeback, and Account Protection solutions
• Act as a Trusted Advisor to L1-L3 Support Staff
• Research and design solutions for add-on projects for top tier customers
• Respond to Statement of Work (SOW) requests
• Develop and maintain project plans for add-on projects
• Plan and Execute with the help of a technical resource add-on projects
• Configure Fraud Analyst user interface to client’s specifications
• Work closely with Top Tier 1 clients to identify new features and functionality for Interceptas
• Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies / fraud trends and adapt new approaches and features as needed
• Develop strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded
• Act as a liaison between external clients and internal departments including Account Management, Operations, and Development teams
• Provide feedback and enhancement ideas to the improvement of the Fraud and Account Protection platform
• Job may require minimal travel
  
  

Skills & Qualifications

• Excellent communication/written skills as well as a dynamic and energetic approach to problem-solving to further a best-in-class client experience
• Prior experience working directly with clients
• Experience with technical troubleshooting of an application
• Technical Skills in data manipulation
• Knowledge of SQL, JSON, and XML
• High Level Knowledge/Experience with Networking and Database Concepts
• Experience working with SAAS (software as a service) systems
• Previous experience in fraud prevention and detection
  
  

Additional Details

• Location: 2 Pierce Place, Suite 900, Itasca, IL 60143
• Workplace Flexibility: Hybrid (3 days in-office per week)
• The salary range for this position is $100,000 to $130,000 annually, based on experience and qualifications.
• Visa Sponsorship: Employment eligibility to work for Accertify in the U.S. is required, as Accertify will not pursue Visa sponsorship for this position.
  
  

Why Join Accertify?

Benefits

At Accertify, we believe in investing in our people. We offer a comprehensive suite of benefits to support your success both professionally and personally:

• Health & Wellness: Medical, dental, and vision coverage for you and your family.
• Time Off: Paid time off, holidays, and personal days to maintain work-life balance.
• Financial Growth: We offer competitive compensation, performance-based rewards, and local retirement or savings plans where applicable, along with financial education resources.  
• Career Development: Training programs, mentorship opportunities, and growth potential within the company.
• Wellness Support: Mental health resources, fitness perks, and wellness programs.
• Extras & Perks: Commuter benefits, employee discounts, and company-sponsored events.
  
  

At Accertify, we’re committed to your success, because when you thrive, we thrive. Are you ready to make an impact? Apply today and be in the driver’s seat of your career.