Converge Tier 3 Production Support Engineer

Job Description

Software Support Engineer | U.S. Bank

The Tone:
This is a full-time hybrid role at U.S. Bank, requiring three or more days per week at a U.S. Bank location. U.S. Bank is dedicated to empowering customers and businesses to make informed financial decisions and fostering community growth. As a wholly owned subsidiary, Elavon builds global payment platforms and ecosystems, with Converge being its flagship omnichannel payment gateway. This role is crucial as the highest level of technical escalation support for the Converge platform, ensuring system stability and seamless payment processing for millions of customers by resolving complex production incidents.

The TL;DR
• Role: Full Time
• Location: Hybrid, U.S. Bank Location
• Pay: $105400–$124000 yearly
• Team: Converge Tier 3 Production Support
• Mission: Serve as the highest technical escalation point to investigate and resolve complex production incidents, perform deep technical analysis, and drive root cause identification and remediation for the Converge payment platform.
• Tech Stack: Linux, Oracle, APIs, web services, Java, Splunk, AppDynamics, ELK, Datadog, ServiceNow, Jira, XML, JSON

What You’ll Actually Do
• Escalation Support: Serve as the technical escalation point for complex production incidents from Tier 2 Application Support teams.
• Issue Resolution: Investigate and resolve critical production issues impacting application availability, transaction processing, and customer operations.
• Root Cause Analysis: Perform Root Cause Analysis (RCA) for application failures, transaction processing issues, performance degradation, and system outages.
• Cross-Functional Collaboration: Collaborate with Engineering, Infrastructure, Product, and Support teams to resolve software defects, configuration issues, and third-party dependency failures.
• Mitigation and Communication: Develop and communicate workarounds, mitigation plans, and corrective actions during high-severity incidents to minimize business impact.

The Must-Haves
• Background: Bachelor’s degree in Business or a related field, or equivalent work experience. This is a senior-level role focused on Tier 3 production support for complex payment platforms.
• Experience: Five or more years of experience in ITIL Service Management or equivalent, with a focus on crisis management, preferably within the financial industry. This includes 5+ years supporting enterprise software applications, software engineering, production support, or application operations, with a proven ability to troubleshoot complex production issues in distributed and enterprise-scale environments. Experience working within Incident, Problem, and Change Management processes is also required.
• Skills: Strong ability to read Java code; hands-on expertise with Linux, Oracle, APIs, web services, XML, and JSON; deep understanding of application architecture, system design principles, SQL troubleshooting, and data integrity management; proficiency with monitoring and observability platforms such as Splunk, AppDynamics, ELK, or Datadog; and experience utilizing ServiceNow, Jira, and release management tools.
• Bonus: Knowledge of payment processing platforms, card transaction flows, payment gateways, authorizations, settlements, merchant integrations, and production support for financial systems; Converge platform experience preferred.