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Job Title
Client Tech Support Engineering - Professional II
About your role:
Credit Union Solutions delivers comprehensive credit union platforms and valuable products and services for community, mid-tier, and large financial institutions. You will join the Client Services team to provide day-to-day technical support and incident resolution for financial institution clients across phone, email, and case tools. The role focuses on diagnosing application and operational issues and driving improvements that enhance client experience and operational efficiency.
What you’ll do:
- Serve as the primary technical support contact for assigned credit union clients, responding to incoming inquiries via phone, email, and case tools (approximately 70% of time).
- Troubleshoot, diagnose, and resolve basic to moderately complex functional, technical, and operational problems across application, platform, and infrastructure layers.
- Use diagnostic tools, logs, monitoring systems, and runbooks to identify root cause and implement workarounds or permanent fixes.
- Collaborate with Subject Matter Experts, engineering, product, and operations teams to escalate and resolve incidents; organize and present case details clearly to SMEs.
- Document case actions, resolutions, and knowledge-base articles to improve team efficiency and client self-service.
- Identify opportunities to improve the client experience and operational processes; recommend changes that drive business results.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- A 4-year college degree in a relevant discipline OR
- A 2-year degree plus 3 years of related experience in the applicable field OR
- 3-5 years of relevant educational background, professional experience, and/or military experience combined.
Experience that would be great to have:
- Prior support experience with credit union core platforms or banking systems (e.g., Symitar, Jack Henry).
- Hands-on familiarity with ACH, wire, and check processing workflows and troubleshooting NACHA file issues.
- Experience owning ITSM processes, incident management, and client escalation coordination for enterprise accounts.
- Experience creating observability dashboards and alerts in Splunk, Datadog, or New Relic to monitor client health.
- Stakeholder management and executive communication experience when coordinating client escalations.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
- This role requires flexibility to work overtime, including weekends and holidays.
Sponsorship:
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits at Fiserv:
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
Salary Range
$66,000.00 - $105,600.00
These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.
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).
Our commitment to Equal Opportunity:
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.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
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 Fiserv email address.
