Software Support Engineer

Converge Tier 3 Production Support Engineer

Converge is Elavon's flagship payment gateway and omnichannel payment platform that enables merchants to accept and manage electronic payments across multiple channels, including:

• In-store (card-present)
• E-commerce (online)
• Mobile payments
• Mail Order / Telephone Order (MO/TO)
• Digital wallets and other alternative payment methods

Job Description Summary

The Converge Tier 3 Production Support Engineer serves as the highest level of technical escalation support for the Converge payment platform. This role is responsible for investigating and resolving complex production incidents escalated from the Tier 2 Application Support, performing deep technical analysis across application, infrastructure, and integration layers, and driving root cause identification and remediation. The engineer works closely with Development, Quality Assurance, Infrastructure Engineering, Product Management, and customer technical teams to diagnose issues impacting production environments. The role requires extensive troubleshooting skills, strong knowledge of distributed payment systems, and the ability to analyze application source code, transaction logs, configuration data, and system integrations to determine whether an issue represents a product defect, configuration problem, integration issue, operational process gap, or customer implementation error.

Responsibilities

• Serve as the technical escalation point for complex production incidents escalated by Tier 2 Application Support teams.
• Investigate and resolve critical production issues impacting application availability, transaction processing, and customer operations.
• Perform Root Cause Analysis (RCA) for application failures, transaction processing issues, performance degradation, integration problems, and system outages.
• Analyze application logs, transaction logs, middleware components, databases, and infrastructure diagnostics to identify and remediate issues.
• Evaluate customer environments, system configurations, integrations, and transaction workflows to determine contributing factors and resolution paths.
• Collaborate with Engineering, Infrastructure, Product, and Support teams to resolve software defects, configuration issues, data quality concerns, and third-party dependency failures.
• Develop and communicate workarounds, mitigation plans, and corrective actions during high-severity incidents to minimize business impact.
• Support change, release, and problem management processes, including deployment validation, production health checks, risk assessments, and after-hours release activities.

Basic Qualifications

• Bachelor's degree in Business or related field, or equivalent work experience
• Five or more years of experience in ITIL Svc Mgmt or equivalent field managing crises, preferably within the financial industry

Skills Should Include

• 5+ years of experience supporting enterprise software applications, software engineering, production support, or application operations.
• 5+ years of Java, Linux, Oracle, APIs and web services.
• Experience troubleshooting complex production issues in distributed application environments.
• Experience working with enterprise support processes including Incident, Problem, and Change Management.
• Proven ability to troubleshoot complex production issues in distributed and enterprise-scale application environments.
• Experience working within Incident, Problem, and Change Management processes in production support organizations.
• Strong understanding of application architecture, system design principles, and the Software Development Lifecycle (SDLC).
• Knowledge of ITIL best practices, including Incident Management, Problem Management, Change Management, and Production Support Operations.
• Strong understanding of Oracle and relational database technologies, including SQL troubleshooting, connection pooling, performance tuning, and data integrity management.
• Experience working with APIs, web services, XML, JSON, system integrations, and distributed architectures.
• Hands-on expertise with monitoring and observability platforms such as Splunk, AppDynamics, ELK, Datadog, or similar tools.
• Experience utilizing ServiceNow, Jira, release management tools, and Linux-based environments.
• Knowledge of payment processing platforms, card transaction flows, payment gateways, authorizations, settlements, merchant integrations, and production support for financial systems; Converge platform experience preferred

***This role requires working from a U.S. Bank location three (3) or more days per week.***

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)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.