Senior Software Engineer II 

Join our inclusive team delivering high-quality software to customers worldwide! 

Are you passionate about collaboration, creative problem-solving, and making a positive impact?

We welcome applicants from all backgrounds and identities—your unique perspective makes us stronger. 

About the Business 

LexisNexis Risk Solutions partners with organizations of all sizes to drive growth, enhance efficiency, and create outstanding customer experiences. Our technology supports clients in areas such as Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk Mitigation, and Customer Data Management. Learn more about LexisNexis Risk: https://risk.lexisnexis.com 

About the Team 

IDVerse, a LexisNexis® Risk Solutions Company, develops leading digital identity verification technology. Our products are trusted by a wide range of clients worldwide, including banking, telecommunications, and government sectors. Having established our technology in Australia and New Zealand, we are now expanding globally. 

About the Role 

The Product Support Specialist I/Support Engineer provides essential technical support for users of ThreatMetrix and Emailage products. Responsibilities include monitoring, troubleshooting, and escalating cases—whether assigned directly or from the support queue. 

This role is part of a 24x7 team, ensuring timely responses to customer inquiries and monitoring the ThreatMetrix service. Shifts may cover various hours, including weekends and overnights—accommodations for accessibility needs and flexibility are available. 

Issues may range from password resets and user interface support to troubleshooting network connections and collaborating with customers to optimize their risk management strategies. 

As we transition to RESSPI, the position includes: 

Technical Support – Email & Phone 

Responsibilities: 

• Perform troubleshooting steps and use internal tools to investigate, resolve, and document technical issues—training and mentorship provided. 

• Deliver high-quality support to all customers via phone and email, adapting communication to meet individual needs. 

• Log customer interactions, research, and solutions in Salesforce or equivalent systems. 

• Guide customers through installation and navigation of product interfaces in a clear and accessible manner. 

• Support users with login, search, usability, research, and technical questions across our products and services. 

• Escalate issues to appropriate teams when needed, ensuring timely resolution. 

Requirements: 

• Experience in customer support (pre- or post-sales) or a passion for helping others solve challenges—formal education is valued but not required. 

• Strong communication skills (email and phone) with a commitment to inclusive and respectful interactions. 

• Ability to multi-task, such as documenting inquiries while speaking to customers—assistive technologies and accommodations can be provided. 

• Basic understanding of internet concepts (networking, SSL certificates, DNS)—if you are willing to learn, we encourage you to apply. 

• Analytical and creative thinking skills, with support to develop further within the team. 

• Proficiency in written and spoken English, and openness to collaboration in a diverse environment. 

• Familiarity with, or willingness to learn about, database strategy, basic networks (DNS, SSL certificates/privileges, SQL, etc.). 

• Any experience with tools such as Putty, Postman, Grafana, SSL Shopper, or Django is helpful, but not required. 

We are committed to providing reasonable accommodations throughout the recruitment process and on the job. If you need adjustments, please let us know. 

Learn more about the LexisNexis Risk team and how we work 

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.

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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.

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