Senior Converge Software Support Engineer

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. 

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.
• Experience supporting enterprise software applications, software engineering, production support, or application operations.
• 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

Review our full benefits available by employment status here.

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.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.