Remote Tier 2 Software Support: Payments Gateway

Elavon, Inc.; United States; Remote; USD 28,000 - 30,000; Full time

Benefits offered by this job

Healthcare

401(k)

Paid vacation

Sick leave

Parental leave

Disability coverage

Job summary

Elavon, Inc. is seeking a Software Technical Support Tier 2 specialist to assist merchants and internal teams with complex issues. The role serves as an escalation point for Tier 1 and emphasizes clear, customer-focused problem solving across Converge and EPG, with a 70% phone-based workload.

This fully remote position may recruit from multiple U.S. locations and follows a standard weekday schedule. The ideal candidate combines technical troubleshooting with excellent communication and prior

Qualifications

• Technical support or advanced troubleshooting experience.
• Experience supporting technology directly with customers.
• Merchant services or payment-processing experience.
• Experience with Converge or payment gateways is beneficial.
• Computer science education or demonstrated technical learning.

Responsibilities

• 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 as the organization expands its use of the platform.

Skills

Technical troubleshooting

Customer service

Clear communication

POS systems knowledge

Payment gateway experience

Converge experience

Apple experience desirable

Education

Computer science education

Tools

Converge

EPG

Elavon Payment Gateway

Job description

Elavon, Inc. is seeking a Software Technical Support Tier 2 specialist to assist merchants and internal teams with complex issues. The role serves as an escalation point for Tier 1 and emphasizes clear, customer-focused problem solving across Converge and EPG, with a 70% phone-based workload.

This fully remote position may recruit from multiple U.S. locations and follows a standard weekday schedule. The ideal candidate combines technical troubleshooting with excellent communication and prior