Jobs and Careers

Tier 3 Technical Support Engineer

Remote, FL, United States, United StatesRemotefull_timeVerifiedPosted 12 Jan 2026

💰 $71,100/yr($60,435/yr – $71,100/yr)

About the 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 and enabling the communities we support to grow and succeed. 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 at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Tier 3 team is focused on improving the customer experience at a high-level approach with working directly with our Tier II, Product, and Engineering, Onboarding and PLS Teams to validate bugs and ensure all teams are aligned with processes, advanced technical product knowledge, and user cases along with being a resource to provide a broad range of advanced technical support to the customer success team and our partners.

This role will work Monday through Friday (9am-5pm EST).

Daily Responsibilities:

Technical Subject Matter Expert: Provide Tier 2 agents with mentor support when dealing with a difficult or unfamiliar technical issue through detailed case notes – serving as the process, policy, and technical subject matter expert.
Enhanced bug identification: Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted.
Bug impact Analysis: Provide insightful analytical data to both the applicable product teams and support leadership to have a clear understanding of technical issues that require additional attention. Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved.
Advanced technical troubleshooting: Be a direct point of contact for customer installs and drive go-live for businesses while working with our professional services teams.
Engage with leadership and partners as a subject matter expert to drive a uniformity of communication and provide helpful insight.
Release Readiness: help preparing support team via readiness for platform changes such as releases, enhancements, hotfixes, and etc.
Perform validation of releases from a user end perspective.
Creating process workflows chartered to support's needs
Assist with high level projects through additional tasks that drive enhancements

Basic Qualifications

Bachelor's degree, or equivalent work experience
One to three years of experience in project management activities

Preferred Skills/Experience

Thorough knowledge of project management; and experience with project level tasks
Previous experience with POS systems - including advanced HW and SW troubleshooting and familiarity with merchant needs
Basic knowledge of assigned business line or functional area
Strong organizational and analytical skills
Excellent verbal and written communication skills
Experience with Microsoft Office Suite, PowerAutomate, MS Lists, and Sharepoint

This position is not eligible for visa sponsorship

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 (some may vary based on role, location or hours):