Technology II - Digital Channels Escalations

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Commercial & Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

• Triage and manage Digital Channels technology escalations and service issues
• Identify opportunities to apply automation and AI tooling to improve escalation handling and operational efficiency
• Route issues to appropriate Product, Technology, or Operations teams using established escalation paths
• Track issues and escalations using case or incident management tools
• Provide clear, timely status updates to internal stakeholders
• Partner with global teams across APAC and the U.S., including U.S. overlap support
• Follow documented procedures, escalation paths, and SLAs
• Assist with root‑cause analysis and post‑incident follow‑ups
• Contribute to knowledge base content, escalation playbooks, and operational documentation
• Apply reuse‑first, AI‑assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations
• Use enterprise‑authorized AI capabilities within the work environment to speed up incident triage and root‑cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor's degree or equivalent experience
• Experience supporting technology platforms or digital products
• Strong attention to detail and organizational skills
• Clear written and verbal communication skills
• Ability to work effectively in a fast‑paced, high‑priority environment
• Experience with Production Management, Incident Management, and Application Support
• Banking, payments and/or transaction experience
• Working knowledge of using enterprise‑authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity
• Ability to review and validate AI‑assisted incident recommendations before action, escalating when uncertain and following operational and security expectations

• Knowledge of one or more general purpose programming languages or automation scripting
• Foundational understanding of core technology concepts, including hardware, networking, and database technologies
• Experience leveraging AI tools such as Microsoft Copilot or other large language models to support day‑to‑day operations and increase productivity
• Exposure to AI enablement and adoption, including building or configuring AI agents to automate and streamline workflows

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission‑based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility.

These benefits include comprehensive health care coverage, on‑site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.

We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.