[Hiring] Software Technical Support Tier 2 @U.S. Bank

Role Description

The Software Technical Support Tier 2 team provides advanced technical assistance to merchants and internal support teams within Elavon. This role serves as an escalation point for more complex technical issues and provides consultative support to Tier 1 and other support teams.

The team currently supports Converge while expanding its knowledge and support of EPG (Elavon Payment Gateway), which is becoming an increasingly important part of Elavon's payment technology environment.

This opportunity is well suited for someone who enjoys solving technical problems but also understands that great technical support requires great customer service. The ideal candidate can investigate an issue, communicate clearly with the customer, and make a complicated technical situation easier to understand.

What You'll Do

• Provide Tier 2 technical support and troubleshooting for merchants experiencing technical issues.
• Serve as an escalation resource for STS Tier 1 and provide technical consultations to other internal support teams.
• Troubleshoot issues involving Converge, payment technology, POS systems, and merchant terminals.
• Support merchants and internal partners through phone, email, and chat channels.
• Handle escalated merchant interactions requiring additional technical expertise.
• Research and troubleshoot issues while clearly communicating solutions and next steps.
• Continue developing knowledge of EPG (Elavon Payment Gateway) as the organization expands its use of the platform.
• The position is currently approximately 70% phone-based, with the remaining time divided between chat and email/project work.

Qualifications

• Technical support or advanced troubleshooting experience.
• Experience supporting technology directly with customers.
• POS system or payment-terminal troubleshooting.
• Merchant services or payment-processing experience.
• Payment gateway experience.
• Converge experience.
• Experience in technical customer-support environments where both technical proficiency and customer service are emphasized.
• Computer science education or other demonstrated technical learning/development.

Requirements

• Candidates do not need to arrive fully trained on EPG. Prior awareness or familiarity with the platform would be valuable.

What Will Help You Stand Out

• Genuine hands-on technical troubleshooting experience.
• The ability to diagnose issues rather than simply follow standard customer-service processes.
• Strong verbal communication and customer-service skills.
• Experience troubleshooting POS systems, merchant terminals, payment technology, or similar technical products.
• Exposure to merchant services, payment processing, gateways, or Converge.
• An interest in continuing to grow technically and learn new platforms.
• Experience in technical customer-support environments such as Apple.

Schedule

• Regular schedule: Monday-Friday, 9:00 AM-5:30 PM Eastern Time.
• Training schedule: Monday-Friday, 8:30 AM-5:00 PM Eastern Time.

Work Location

• This position is discussed as fully remote.
• The requisition currently identifies Mississippi, Arizona, Colorado, and Tennessee.

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.