Remote Tier 2 Software Support – Payments & Gateway

U.S. Bank; United States; Remote; USD 28,000 - 31,000; Full time

Job summary

U.S. Bank / Elavon is seeking a Software Technical Support Tier 2 professional to provide advanced technical assistance to merchants and internal teams.

You will handle escalation, troubleshooting, and consultative support for Converge and EPG, balancing technical depth with exceptional customer service. The role emphasizes phone-heavy support (about 70%), with time for chat and email, and allows fully remote work from multiple US locations.

Qualifications

• Technical support or advanced troubleshooting experience.
• Experience supporting technology directly with customers.
• Merchant services, payment-processing or gateway experience.
• Converge experience is a plus.
• Experience in technical customer-support environments where both technical proficiency and customer service are emphasized.

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

Verbal communication

Problem diagnosis

Multitasking

Education

Computer science education or related field

Tools

Converge

EPG (Elavon Payment Gateway)

POS systems

Job description

U.S. Bank / Elavon is seeking a Software Technical Support Tier 2 professional to provide advanced technical assistance to merchants and internal teams.

You will handle escalation, troubleshooting, and consultative support for Converge and EPG, balancing technical depth with exceptional customer service. The role emphasizes phone-heavy support (about 70%), with time for chat and email, and allows fully remote work from multiple US locations.