Senior Application Support Engineer

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We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Senior Application Support Engineer

About your role:
As a Senior Application Support Engineer within Fiserv’s Core Acquiring Engineering organization, part of the Global Business Solutions (Payment Acceptance) business, you will play a critical role in ensuring the stability, performance, and availability of mission‑critical payment platforms.

These platforms support authorization, clearing, and settlement for credit, debit, check, and prepaid transactions, processing millions of transactions per day with peak volumes exceeding 4,000 transactions per second, while maintaining millisecond‑level response times for some of the largest merchants in the United States.

In this role, you will serve as a senior technical escalation point within the Production Support organization, providing deep application expertise, operational leadership during incidents, and proactive improvements to monitoring, alerting, and automation. You will work closely with engineering, command center, merchant support, and external partners to ensure resilient, observable, and continuously improving production environments.

This position is ideal for a seasoned production support professional who thrives in high‑availability environments, enjoys solving complex system‑level problems, and is energized by modernizing operations through observability, automation, and emerging AI‑assisted capabilities.

What you'll do:

• Provide Level II / advanced application support for core acquiring and payment authorization platforms, acting as a senior escalation point for complex production issues.
• Own end‑to‑end troubleshooting of application‑wide and merchant‑specific incidents, from detection and impact assessment through resolution and validation.
• Participate in and help lead a 24x7 on‑call rotation, supporting scheduled changes, high‑severity incidents, and platform events across gateway and backend systems.
• Drive incident response bridges, ensuring strong technical leadership, clear communication, and effective coordination across engineering, operations, and merchant support teams.
• Leverage observability platforms (e.g., Splunk, Dynatrace) to analyze logs, metrics, and traces, identify root causes, and assess customer and transaction impact.
• Actively contribute to alert tuning and signal quality, reducing noise, improving actionable alerts, and strengthening early detection of production issues.
• Develop and maintain deep expertise in supported platforms, data flows, and dependencies, serving as a trusted subject matter expert for the organization.
• Partner with engineering and product teams to support production readiness, change validation, and post‑incident follow‑ups.
• Contribute to operational maturity initiatives, including automation, runbook improvements, and AI‑assisted operational tooling, with a mindset of continuous improvement.
• Communicate complex technical concepts clearly and effectively to Merchant Representatives, Incident Managers, Product Owners, and senior technical stakeholders.

Experience you'll need to have:

• 6+ years of experience in technical production support, application support, or site reliability–adjacent roles supporting complex, high‑availability systems.
• 6+ years of hands‑on experience supporting Windows‑based application environments, with a solid understanding of full application stacks.
• 6+ years of experience using observability and monitoring tools such as Splunk and/or Dynatrace, including log analysis, metric interpretation, and alert evaluation.
• Proven ability to participate in a 24x7 on‑call rotation, responding effectively to incidents during nights, weekends, and holidays as required.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or an equivalent combination of education, professional experience, or military service.

Experience that would be great to have:

• Experience supporting payment processing, acquiring, or financial services platforms in a regulated, high‑volume environment.
• Working knowledge of networking and infrastructure concepts, including LAN/WAN, firewalls, Windows servers, SQL, and POS integr