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 astechnical 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.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.
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 - $146,300.00
Posting may be closed earlier due to high volume of applicants. 
