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U.S. Bank · 5 hours ago

Tier 3 Technical Support Engineer

United States

Full-time

Remote

Entry, Mid Level

$60K/yr - $71K/yr

1+ years exp

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.

BankingFinancial ServicesInsuranceMortgageWealth Management

No H1B

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

Qualification

Advanced technical troubleshootingProject managementPOS systems troubleshootingAnalytical skillsMicrosoft Office SuitePowerAutomateMS ListsSharepointVerbal communicationWritten communication