What does a successful Clover Tier 3 Support Engineer do at Fiserv?
At Clover, you’ll join a team that's transforming how merchants across the globe run their businesses—whether it's your neighborhood coffee shop or a major event venue. As a Technical Support Engineer, you’ll be part of our Merchant Experience team, where your analytical thinking and technical expertise will help ensure our platform runs smoothly for hundreds of thousands of merchants. You'll partner with Product, Engineering, and Customer Success teams to solve high-impact issues and improve the way our merchants experience Clover—one interaction at a time.
What you will do:
- Investigate and resolve complex technical issues across our platform—including payments, billing, device performance, and mobile apps—by collaborating with Engineering, Product, QA, and Customer Support teams.
- Work directly with internal stakeholders and external partners to triage and prioritize merchant-impacting issues, delivering clear and actionable insights.
- Analyze data trends and support logs using tools like SQL, Excel, and Grafana to identify recurring problems and recommend long-term solutions.
- Lead technical discussions with both technical and non-technical audiences, translating deep-dive findings into concise summaries and next steps.
- Play a key role in product launches by providing technical readiness support, validating merchant workflows, and ensuring feature stability in global rollouts.
- Proactively identify gaps in product functionality or internal support processes, and drive improvements from start to finish with minimal supervision.
- Support a global ecosystem by participating in an on-call rotation, helping ensure uptime and issue response for our platform.
- Advocate for merchant needs across the company—ensuring their voice is reflected in product design, feature prioritization, and issue resolution.
What you will need to have:
- Minimum 1 year of direct experience with data analysis using Excel and/or SQL querying.
- Minimum 1 year of direct experience initiating and driving projects to completion with minimal guidance while adjusting to rapidly changing requirements.
- A high degree of technical aptitude for troubleshooting a diverse set of computer systems such as networking, mobile devices and operating systems, web interfaces, and more.
- Proven ability to troubleshoot complex systems across networking, web interfaces, mobile devices, and operating systems.
- Demonstrated ability to lead investigations and manage projects from discovery through resolution with minimal guidance.
- Innate curiosity for solving complex problems through hypothesis-driven problem-solving skills and in-depth investigations.
- Experience working in fast-paced environments that require a strong sense of urgency and collaboration.
- A proactive, team-first attitude with a drive to improve product and process for the benefit of our merchants.
- Ability to handle high-pressure situations and shift focus quickly as priorities change.
What would be great to have:
- Experience querying relational databases or using monitoring tools like Grafana.
- Hands-on knowledge of Android OS or mobile troubleshooting.
- Prior experience in a technical team lead or mentorship role.
- Experience automating manual processes or building internal tools.
- Comfortable presenting insights and updates to stakeholders at all levels, including leadership.
Important info about this role:
- We’re better together. This role is fully on-site.
- In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
R-10359133
