Client Tech Support Engineer

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

About your role:

As a Client Tech Support Engineer on the Merchant Support team you will serve as the L1/ first point of contact for merchants submitting support requests through Client 360. This role is responsible for receiving, validating, triaging, and resolving merchant inquiries when possible, while ensuring all break/fix issues are properly documented and escalated through ServiceNow Incident Management processes.

You will act as the operational front door for support services, providing rapid response, accurate classification, and seamless handoff to technical support teams. The objective is to improve merchant experience, enhance incident quality, and reduce unnecessary escalations to engineering and operations teams.

What you'll do:

Merchant Request Intake

• Receive and acknowledge merchant inquiries submitted through Client 360.
• Review requests for completeness, accuracy, and business impact.
• Contact merchants to obtain missing information, examples, screenshots, transaction details, or supporting documentation.
• Ensure requests are actionable before progressing to technical teams.

Triage and Classification

• Assess incoming requests and classify them into appropriate categories: Product Question, Training Request, Configuration Support, Product Support, Functional Issue, Break/Fix Incident
• Determine whether the reported issue is caused by User knowledge gap, Configuration issue, Known behavior, Service degradation, Application defect, Production outage

Incident Management

• Identify true defects, application failures, platform outages, transaction failures, and service degradation events.
• Create ServiceNow Incident records with complete and accurate data.
• Document business impact, affected merchants, examples, timestamps, and troubleshooting information.
• Assign incidents to the correct L2 support group.
• Perform warm handoffs to Incident Response teams.
• Monitor incident progress and maintain merchant communication until ownership is confirmed.

Major Incident Escalation

• Recognize symptoms that may require Major Incident declaration.
• Immediately escalate potential Priority 1, Priority 2 and Priority 3 events according to established Major Incident procedures.
• Engage Incident Response teams and support leadership when defined escalation criteria are met.

Customer Communication

• Provide timely updates to merchants regarding ticket status.
• Request additional information when needed.
• Communicate resolution details and next steps.
• Maintain professional and customer-focused interactions throughout the ticket lifecycle.

Knowledge Management

• Document recurring issues and resolutions.
• Update support procedures and knowledge articles.
• Identify opportunities for process improvement and automation.
• Contribute to continuous improvement initiatives that enhance support quality and efficiency.

Experience you'll need to have:

• 4+ years of experience in customer support, help desk, technical support, operations, or service management experience.
• 4+ years of experience working in ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or an equivalent combination of education, work, and/or military experience

Experience that would be great to have:

• Experience interacting directly with clients or merchants preferred.
• Payment processing and commerce platforms.
• Transaction flow analysis.

• Operational procedures and runbooks.

Important information about this role:

• 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.
• 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.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
• All offers of employment are contingent on standard background checks. Fiserv and certain of its affiliated companies are federal, state, and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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 [email protected]. 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. Pleasedo 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.