Tier 3 Technical Support Engineer

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Tier 3 team is focused on improving the customer experience at a high-level approach with working directly with our Tier II, Product, and Engineering, Onboarding and PLS Teams to validate bugs and ensure all teams are aligned with processes, advanced technical product knowledge, and user cases along with being a resource to provide a broad range of advanced technical support to the customer success team and our partners.

This role will work Monday through Friday (9am-5pm EST).

Daily Responsibilities:

• Technical Subject Matter Expert: Provide Tier 2 agents with mentor support when dealing with a difficult or unfamiliar technical issue through detailed case notes – serving as the process, policy, and technical subject matter expert.
• Enhanced bug identification: Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted.
• Bug impact Analysis: Provide insightful analytical data to both the applicable product teams and support leadership to have a clear understanding of technical issues that require additional attention. Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved.
• Advanced technical troubleshooting: Be a direct point of contact for customer installs and drive go-live for businesses while working with our professional services teams.
• Engage with leadership and partners as a subject matter expert to drive a uniformity of communication and provide helpful insight.
• Release Readiness: help preparing support team via readiness for platform changes such as releases, enhancements, hotfixes, and etc.
• Perform validation of releases from a user end perspective.
• Creating process workflows chartered to support's needs
• Assist with high level projects through additional tasks that drive enhancements

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• One to three years of experience in project management activities

Preferred Skills/Experience

• Thorough knowledge of project management; and experience with project level tasks
• Previous experience with POS systems - including advanced HW and SW troubleshooting and familiarity with merchant needs
• Basic knowledge of assigned business line or functional area
• Strong organizational and analytical skills
• Excellent verbal and written communication skills
• Experience with Microsoft Office Suite, PowerAutomate, MS Lists, and Sharepoint

This position is not eligible for visa sponsorship

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $60,435.00 - $71,100.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.