[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