Elavon Software Technical Support Tier 2 - Escalation Support

About this role

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
Job Description
Software Technical Support Tier 2
About the Role
The Software Technical Support Tier 2 team provides advanced technical assistance to merchants and internal support teams within Elavon. This role serves as an escalation point for more complex technical issues and provides consultative support to Tier 1 and other support teams.
The team currently supports Converge while expanding its knowledge and support of EPG (Elavon Payment Gateway), which is becoming an increasingly important part of Elavon's payment technology environment.
This opportunity is well suited for someone who enjoys solving technical problems but also understands that great technical support requires great customer service. The ideal candidate can investigate an issue, communicate clearly with the customer, and make a complicated technical situation easier to understand.

What You'll Do

• 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 (Elavon Payment Gateway) 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.

What We're Looking For
We're looking for candidates who bring a combination of technical troubleshooting ability and strong customer service skills. Technical knowledge is important, but equally important is the ability to communicate effectively with customers who may be dealing with complicated or frustrating technical issues.
Relevant experience may include:

• 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

Candidates do not need to arrive fully trained on EPG. Prior awareness or familiarity with the platform would be valuable, but the manager specifically noted that even the existing team is still developing its EPG expertise.

What Will Help You Stand Out
Strong candidates will be able to demonstrate:

• Genuine hands-on technical troubleshooting experience

• The ability to diagnose issues rather than simply follow standard customer-service processes

• Strong verbal communication and customer-service skills

• Experience troubleshooting POS systems, merchant terminals, payment technology, or similar technical products

• Exposure to merchant services, payment processing, gateways, or Converge

• An interest in continuing to grow technically and learn new platforms

Experience in technical customer-support environments such as Apple was specifically identified during the intake as a strong transferable background because of the combination of technical troubleshooting and customer-service expectations.

Schedule

Regular schedule:
Monday-Friday, 12:30 PM - 9:00 PM Eastern Time.
Training schedule:
Monday-Friday, 8:30 AM-5:00 PM Eastern Time. The length of training was not established during the intake.
Work Location
This position was discussed as fully remote. The requisition currently identifies Mississippi, Arizona, Colorado, and Tennessee, although the manager indicated that the recruiting search does not need to be limited specifically to those locations.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

•…