• As a Technical Lead or Senior Engineer, responsible for managing a small team and providing guidance and mentorship to team members while driving day-to-day operational activities. • Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services. • Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • Use provisioning and order management systems tools to initiate and track the service activation process. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. • Analyze and debug CSG product applications. • Ensure CSG Support Tool is always updated with the latest ticket details. • Deliver product installations according to internal procedures. • Assist direct line manager with reporting on KPIs and team progress. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. • Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer site.

• Deliver hands-on support via phone or email, resolving issues across Microsoft platforms (Windows Server, 365, Office, Windows 10/11, Cloud) and troubleshooting server, network, and application environments, including systems from Cisco, Sophos, Fortinet, and more • Work with ticketing platforms (ConnectWise, ServiceNow) to resolve end-user issues • Assist with Azure, Intune, AVD, backups, and endpoint management • Collaborate with senior U.S. engineers to escalate and learn advanced cases • Champion new tech solutions to continuously improve client IT environments • Manage and prioritize multiple projects in a deadline-driven environment

• Triage and resolve expert-facing support tickets via Slack • Debug technical issues experts encounter on the platform — from login problems to payment hiccups to session errors • Use Claude Code and internal MCP tooling to query databases, investigate root causes, and implement fixes directly • Escalate and document bugs for the engineering team when deeper changes are needed • Build and improve support workflows, knowledge base articles, and internal runbooks • Identify recurring issues and advocate for platform improvements that reduce support volume • Monitor expert experience metrics and flag emerging problems early

*This role can be located almost anywhere in the U.S. No relocation offered. What You Will Do: Assists clients with business solution definition as well as campaign management and business intelligence tools and/or processes through all or some of the following ways: - Fully understands details of client's data and Acxiom's marketing capabilities, ensuring clients receive accurately segmented, cleansed, formatted and ready-to-market data. - Executes and analyzes decision support processes and data to measure campaign efficiency, data accuracy, data integrity, operations performance, customer satisfaction and cost effectiveness. - Provides data, analysis and recommendations to support multiple technical operations and ensure client satisfaction. - Researches, trouble shoots, administers application administration, conducts application user training, and code changes. - Sees the whole picture and adjusts work accordingly. - Point-of-contact for clients with business solution definition through campaign management and business intelligence tools and/or processes. - Audits post-production changes to ensure service level agreement compliance. - Executes complex campaigns which may include, but is not limited to, the review of campaign specifications, working with clients to validate and obtain sign-off of client deliverables and dynamic campaign execution. - Various processes associated with Acxiom Executed Campaign, Custom Client Reports and Datamart Build services such as the Data Mart build process, reporting and analytics and the campaign execution process. - Executes complex Custom Client Report Services - utilizing necessary tools; executes standard/automated Datamart Build processes; audits, monitors and ensures SLA compliance. - Develops, maintains and improves client relationship through increased client communications. May have campaign and/or reporting specialty and may be point of contact for some client campaigns. - Executes and analyzes decision support processes and data to measure campaign efficiency, data accuracy, data integrity, operations performance, customer satisfaction, and cost effectiveness. - Ensures compliance with established procedures, project requirements and service level agreements through audits. - Maintains a broad understanding of Acxiom's processing and product capabilities and utilizes that understanding to ensure client requirements and service levels are achieved. - Provides ownership to the research process of multiple technical operations / services. Provides data, analysis, and recommendations to support multiple technical operations, assuring client satisfaction. - Provides consultation, support, communication and training to teams and clients on campaign management tools and / or processes. - Liaisons with multi-channel partners, providing question support and new set up for transfer and encryption. - Provides assistance to requested ad hoc projects. - Participates in change management process for existing solutions which may include, but is not limited to, solution, tool and process changes. - Provides issue resolution which may include, but is not limited to, tool errors that require escalation and data integrity issues. - Responsible for application administration (extraction). Identifies, recommends and documents code changes or makes appropriate code changes. Constructs and/or enhances data documentation as needed. Changes processes for clients through established change management procedures. - Investigates and advises clients on potential processing efficiencies, redundancies and/or optimum use of data. Drives and shares best practices, adoption of standards and lessons learned with internal Acxiom teams. - Documents and conducts performance monitoring and tuning for user applications and environments: - Maintains subject matter expertise in designated accounts and processes - Documents and conducts performance monitoring and tuning for user applications and environments What You Will Have: - Bachelor's degree or equivalent work experience - 2+ years of solution management work experience. What Will Set You Apart: - Strong understanding of relational database design and application - Understanding of best practices, framework, and design principles in at least 2 of the following areas: SQL / PL –SQL, Perl, Shell Scripting, Campaign Management Tools, Business Intelligence Tools, ETL Tools, UNIX / LINUX - Knowledge of Information Technology practices. - Specific Industry knowledge. - Demonstrated ability to own / drive communicate with clients and internal stakeholders – answering complex questions, resolving issues, conducting research for client marketing team including marketing management. - Attention to detail, important to monitor and audit. - SAS, Python experience. #GD17 Primary Location City/State: Homebased - Conway, Arkansas Additional Locations (if applicable): Acxiom is an equal opportunity employer, including disability and protected veteran status (EOE/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status. Attention California Applicants: Please see our CCPA/CPRA Privacy Act notice here. Attention Colorado, California, Connecticut, Maryland, Nevada, New Jersey, New York City, Ohio, Rhode Island, and Washington Applicants: This position is not located in the aforementioned locations but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact recruit@acxiom.com.