Client Tech Support Engineering - Professional II
About The Position
Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Client Tech Support Engineering - Professional II About your role: Credit Union Solutions delivers comprehensive credit union platforms and valuable products and services for community, mid-tier, and large financial institutions. You will join the Client Services team to provide day-to-day technical support and incident resolution for financial institution clients across phone, email, and case tools. The role focuses on diagnosing application and operational issues and driving improvements that enhance client experience and operational efficiency. What you’ll do: Serve as the primary technical support contact for assigned credit union clients, responding to incoming inquiries via phone, email, and case tools (approximately 70% of time). Troubleshoot, diagnose, and resolve basic to moderately complex functional, technical, and operational problems across application, platform, and infrastructure layers. Use diagnostic tools, logs, monitoring systems, and runbooks to identify root cause and implement workarounds or permanent fixes. Collaborate with Subject Matter Experts, engineering, product, and operations teams to escalate and resolve incidents; organize and present case details clearly to SMEs. Document case actions, resolutions, and knowledge-base articles to improve team efficiency and client self-service. Identify opportunities to improve the client experience and operational processes; recommend changes that drive business results. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Requirements
- A 4-year college degree in a relevant discipline OR A 2-year degree plus 3 years of related experience in the applicable field OR 3-5 years of relevant educational background, professional experience, and/or military experience combined.
Nice To Haves
- Prior support experience with credit union core platforms or banking systems (e.g., Symitar, Jack Henry).
- Hands-on familiarity with ACH, wire, and check processing workflows and troubleshooting NACHA file issues.
- Experience owning ITSM processes, incident management, and client escalation coordination for enterprise accounts.
- Experience creating observability dashboards and alerts in Splunk, Datadog, or New Relic to monitor client health.
- Stakeholder management and executive communication experience when coordinating client escalations.
Responsibilities
- Serve as the primary technical support contact for assigned credit union clients, responding to incoming inquiries via phone, email, and case tools (approximately 70% of time).
- Troubleshoot, diagnose, and resolve basic to moderately complex functional, technical, and operational problems across application, platform, and infrastructure layers.
- Use diagnostic tools, logs, monitoring systems, and runbooks to identify root cause and implement workarounds or permanent fixes.
- Collaborate with Subject Matter Experts, engineering, product, and operations teams to escalate and resolve incidents; organize and present case details clearly to SMEs.
- Document case actions, resolutions, and knowledge-base articles to improve team efficiency and client self-service.
- Identify opportunities to improve the client experience and operational processes; recommend changes that drive business results.
Benefits
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
