[Remote] Tier 3 Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. U.S. Bank is on a journey to enhance customer experiences and support community growth. They are seeking a Tier 3 Technical Support Engineer to provide advanced technical support and collaborate with various teams to improve processes and troubleshoot technical issues.

Responsibilities

• 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
• Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted
• 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
• 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
• 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

Skills

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

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

Company Overview