U.S. Bank is on a journey to help customers and businesses make better financial decisions. The role of the Tier 3 Technical Support Engineer involves providing advanced technical support, mentoring Tier 2 agents, and collaborating with product and engineering teams to enhance customer experience and troubleshoot technical issues.
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
Qualification
Required
Bachelor's degree, or equivalent work experience
One to three years of experience in project management activities
Preferred
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
