Remote Tier 2 Software Support Specialist

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

Benefits offered by this job

Healthcare

Life insurance

Disability

Parental leave

401(k) plan

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a Software Technical Support Tier 2 professional to deliver advanced help for merchants and internal teams. The role focuses on escalation, Converge and EPG expertise, and a strong customer-service mindset.

The position is remote with a schedule emphasizing phone-based support, chat, and email alongside training periods to build platform knowledge and diagnostic skills.

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

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. The position is currently approximately 70% phone-based, with the remaining time divided between chat and email/project work.

Skills

Technical support

Customer service

Troubleshooting

Communication

Education

Computer science education

Tools

Converge

EPG

Job description

U.S. Bank is seeking a Software Technical Support Tier 2 professional to deliver advanced help for merchants and internal teams. The role focuses on escalation, Converge and EPG expertise, and a strong customer-service mindset.

The position is remote with a schedule emphasizing phone-based support, chat, and email alongside training periods to build platform knowledge and diagnostic skills.