Fiserv is hiring a Technical Support Engineer to provide Tier 3 global support for internal and external partners on complex topics. In this role, you will manage trending issues, provide insight into the merchant experience, lead technical customer discussions, and proactively identify gaps in product and processes.
What You'll Do
- Work closely with Product, Engineering, Ops, QA, Payments, Billing, and Customer Support teams to triage, document, monitor, and help resolve merchant issues.
- Provide operational support for launching additional products and features globally.
- Identify ways to improve the merchant experience and work with relevant teams to implement these opportunities.
- Participate in a regular on-call rotation.
What We're Looking For
- A high degree of technical aptitude for troubleshooting diverse computer systems, including networking, mobile devices, operating systems, and web interfaces.
- Innate curiosity for solving complex problems through hypothesis-driven problem-solving skills and in-depth investigations.
- Verbal and writing skills to effectively communicate with different types of audiences.
- A minimum of 1 year of direct experience with data analysis using Excel and/or SQL querying.
- A minimum of 1 year of direct experience initiating and driving projects to completion with minimal guidance while adjusting to rapidly changing requirements.
- Excellent collaboration, cross-team engagement, and a positive, can-do attitude to thrive in a fast-paced, high-pressure environment.
- Proficiency in the Japanese language, both spoken and written.
Nice to Have
- Strong understanding of relational databases, SQL/Grafana querying, and Android OS troubleshooting.
- Experience as a technical team lead or manager.
- Experience with automating manual processes.
- Experience with gathering technical requirements.
- Experience with reporting to all levels of management.
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
