Remote Tier 2 Tech Support - Payment Gateway Expert

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

Benefits offered by this job

Healthcare benefits

401(k) plan

Paid vacation

Paid holidays

Adoption assistance

Job summary

U.S. Bank's Elavon division is seeking a Software Technical Support Tier 2 specialist to provide advanced technical assistance to merchants and internal teams.

The role acts as an escalation point, handling complex issues across Converge and the Elavon Payment Gateway while delivering clear, customer‑facing support. The position emphasizes solving problems with excellent communication, guiding customers through technical steps, and improving platform knowledge as EPG expands.

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.

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

POS systems

Payment gateway

Converge experience

Apple experience

Tools

Converge

EPG

Job description

U.S. Bank's Elavon division is seeking a Software Technical Support Tier 2 specialist to provide advanced technical assistance to merchants and internal teams.

The role acts as an escalation point, handling complex issues across Converge and the Elavon Payment Gateway while delivering clear, customer‑facing support. The position emphasizes solving problems with excellent communication, guiding customers through technical steps, and improving platform knowledge as EPG expands.