Tier 3 Technical Support Engineer

U.S. Bank National Association

2d

About The Position

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).

Requirements

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

Nice To Haves

• 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

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees