Technical Support Engineer II

TECHNICAL SUPPORT ENGINEER II What Is the Opportunity?

This person is a technical expert on the systems and/or software associated with the products and services of the Treasury Management Division. The role involves providing pre/post technical and operational support in the field and on the phone, ensuring clients can fully utilize the features of various programs and applications. Other responsibilities include partnering with Sales Officers on product demonstrations and/or training, providing proactive recommendations and solutions on technical/business issues, educating clients on product‑related risk, and potentially managing projects or databases as required.

• Provide tier 2 remote pre/post sales customization, installation, training, and ongoing technical and operational support of software, systems, sub‑systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.
• Serve as the technical expert on installation, operation, configuration, upgrades, customization, and usage of assigned products. Apply diagnostic techniques to identify problems, investigate causes, recommend solutions to correct common failures, and document resolutions.
• Coordinate systems and application design, modification, troubleshooting and implementation with the client, information services, and other operational areas of the Bank as appropriate.
• Maintain documentation for each client utilizing Treasury Management services to allow for an adequate level of support.
• Provide on‑site support, installation, implementation, troubleshooting and maintenance of company and multi‑vendor systems solutions which may include hardware and software products.
• Diagnose and resolve product performance problems; perform maintenance and repair services. Ensure client satisfaction by advising customers on preventive maintenance and configurations that may impact product performance. Take responsibility for potential or desired follow‑up services (sales) or problem escalation.
• Provide technical expertise and support to clients in risk‑assessments and the implementation of appropriate data security policy, procedures, and products. Provide guidance on the administration of security tools that control and monitor data security including intrusion detection and unauthorized use.
• Partner with Sales Officers on sales calls and provide technical support on product demonstrations and/or training.
• Provide additional support to the Treasury Management team as assigned. Projects may include product enhancements, new products, or database management.
• Maintain a proactive commitment to established bank programs, such as Customer First, Community Reinvestment Act (CRA) and affirmative action.
• Comply fully with all Bank operational and credit policies and procedures as well as all regulatory requirements (e.g., Bank Secrecy Act, Know Your Client, Community Reinvestment Act, fair lending practices, code of conduct).
• Complete all special projects as requested.

• Minimum 4 years of financial services experience.
• Minimum 4 years of Treasury Management experience.
• Minimum 4 years of experience supporting complex systems and/or software.

• BA with concentration in a discipline directly related to the financial services industry preferred.
• Experience supporting systems and/or software associated with Treasury Management products and services preferred.
• General knowledge of a wide variety of software, hardware and operating systems.
• Advanced understanding of basic banking operations and treasury management processes and related business and technical disciplines/processes.
• Strong interpersonal and communication skills.
• Ability to communicate effectively with all levels of Bank personnel.
• Excellent problem‑solving skills.
• Excellent organizational and analytical skills.

Reporting into a designated City National location is an essential function of the job, unless otherwise indicated as fully remote.

Starting base salary: $31.39 - $50.14 per hour. Exact compensation may vary based on skills, experience,…