At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job DescriptionThe Senior Technical L2 Analyst is the technical owner for complex Tier 2 product and platform issues, operating at the intersection of customer impact, system behavior, and engineering execution.
This role goes beyond standard escalation handling. The analyst is expected to deeply understand system architecture, data flows, integrations, and failure modes, independently investigate complex issues, and partner with Engineering to drive durable resolutions. The role also serves as a key input into platform stability, operational health, and product quality.
This is a hands‑on, highly technical individual contributor role, not a people‑management or roadmap‑owning position.
Tier 2 Technical Ownership & Escalations
Serve as technical owner for high‑impact and complex Tier 2 issues across the Spend Management platform.
Independently assess severity, scope, and blast radius using system data, logs, and platform signals.
Drive cross‑functional resolution by coordinating with Engineering, Product, Risk, and Support teams.
Ensure issues are tracked end‑to‑end through resolution, validation, and post‑incident learnings.
Deep Technical Investigation & Debugging
Investigate complex issues across distributed systems, APIs, data pipelines, third‑party integrations, and configuration layers.
Analyze logs, request payloads, system behavior, and integration flows to identify failure points.
Reproduce issues in lower environments and validate hypotheses before Engineering handoff.
Distinguish between product defects, configuration issues, data inconsistencies, and external dependency failures.
Root Cause Analysis & Platform Health
Lead root cause analysis for recurring or systemic issues and document findings clearly.
Identify patterns and trends that signal platform risk or degradation.
Partner with Product and Engineering to propose corrective actions that improve system reliability and reduce repeat incidents.
Engineering & Release Support
Act as a technical partner to Engineering during incident response and fix validation.
Validate fixes in demo or test environments with a focus on real‑world scenarios and edge cases.
Support release readiness by identifying risk areas based on historical incidents and system knowledge.
Operational & Knowledge Enablement
Author and maintain technical troubleshooting documentation, known‑issue guides, and escalation runbooks.
Raise the technical maturity of Tier 2 support by standardizing investigation approaches and documentation quality.
Contribute to process improvements that reduce time‑to‑resolution and improve support confidence.
Communication & Executive‑Ready Reporting
Communicate clearly with Support, Product, and Engineering during active escalations.
Produce concise, technical summaries suitable for leadership consumption, including impact assessment and resolution status.
Escalate material risks and unresolved systemic issues with clarity and recommended next steps.
Basic Qualifications
Bachelor's degree or equivalent work experience
At least 10 years experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.
Preferred Skills/Experience
Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
6–8 years of experience in technical support, platform operations, SRE, or systems analysis roles.
Strong experience troubleshooting distributed systems, APIs, data integrations, and SaaS platforms.
Ability to read and reason about technical artifacts (logs, payloads, schemas, workflows).
Proven experience working directly with engineering teams during issue investigation and resolution.
Experience supporting financial systems, payments, card platforms, or regulated environments.
Familiarity with cloud‑based architectures, observability tools, and incident management practices.
Experience supporting integrations with accounting platforms (e.g., QuickBooks, Xero, Sage) or third‑party vendors.
Strong documentation skills with the ability to translate complex technical issues for non‑technical audiences.
The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Review our full benefits available by employment status here.
U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $124,355.00 - $146,300.00U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Posting may be closed earlier due to high volume of applicants.
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