Senior Technical Support Engineer
DittoSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial TechnologyIndustries
Requirements
- Act as a subject matter expert (SME) in areas including Visa Protect Account to Account, VRM Rules expected outcomes/configurations/Rule and VRM UI Troubleshooting, Visa Consumer Authentication Service (VCAS), and Cardinal Consumer Authentication (CCA)
- Provide training and coaching to junior engineers
- Present technical issues to non-technical colleagues at all levels
- Utilize CS documentation, test accounts, and knowledge of RAIS products to resolve issues
- Ensure tickets are responded to in accordance with Customer defined Service Level Agreements (SLAs)
Responsibilities
- Contribute to the implementation of new service strategies as defined by leadership
- Field escalated tickets from Risk & Identity Support teams globally
- Identify and suggest strategies to improve quality of service, productivity, and customer communication
- Support, debug, and troubleshoot existing applications and/or database issues
- Claim and manage highly technical (API related, Developer-centric) escalations from clients and CS teams
- Participate in customer troubleshooting escalations and work sessions
- Troubleshoot product-related bugs by reproduction, user testing, and log analysis
- Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements
- Collect, interpret, and identify patterns and trends in sets of data to resolve inquiries
- Analyse large quantities of data to find trends or patterns of potential issues
- Provide notifications and offer technical troubleshooting to clients impacted by system-wide issues
- Support, maintain, and document software troubleshooting for VRM and VAA
- Execute and work through Incident Management for priority client inquiries in the region
- Participate in new product pilots to help ensure a smooth transition to CS teams
- Manage Risk and Identity L3 knowledge base for internal and external customer support documentation and troubleshooting guides
- Process customer feedback and bug reports
- Interact with a variety of global teams to identify and resolve issues affecting all tiers of clients, including Technical Solution, Product, Engineering
Skills
incident management
data analysis
technical support
SME escalation
performance statistics
client support
training
coaching
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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