Specialist, Software Development Engineering

Calling all innovators – find your future at Fiserv.

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

What does a successful Application Support Specialist do at Fiserv?

• Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the case.
• Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
• Enable replication of issues to verify product-related bugs.
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
• Drive technical collaboration & engagement outside of Fiserv with our internal and external partners.
• Provide technical leadership and mentoring for Support Engineers.
• Act as the primary point of contact for local JIRA Admin escalation
• On-call rotation and JIRA Engineer lead.

What you need to have:

• Bachelor’s degree in computer science preferred.
• 4+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community.
• 3+ years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
• Proven track record migrating JIRA and/or Confluence from older instances.
• Proven track record to de-escalate difficult situations with customers, working with executive levels.
• Proven track record of multi-tasking between tickets and mentoring of junior team members.
• Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
• Has supported customers over email, phone, and screen-shares.
• Experience working in a high case volume environment and ability to prioritize.
• Coordinating training for new hires and conducting training using the skill gap analysis.
• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

What would be great to have:

• Experience with APIs and REST calls.
• Experience working with Jira Service Manager
• Experience working with Splunk, Dynatrace, Clarity
• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
• Familiarity with AWS Cloud technologies.
• Experience working in a Linux environment.
• Ability to read/write python scripts or Ansible playbooks.
• Understanding ServiceNow, Aha, Flomatika, and Ansible integrations

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence. 

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.