Product Support Engineer

The Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for Incidents and the collection, validation and interpretation of data and statistics. This Advanced Technical Solutions function within the CS organization is a crucial role in ensuring that customer escalations are prioritized and complex issues are handled in a competent and expedient manner. The role liaises regularly with numerous departments internally at all levels including RAIS, Settlement and Reporting, Product Development, Product Management, Operations, and their equivalent entities globally.

What an Advanced Technical Solution Analyst does at Visa:

The Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics. They will also analyze and consolidate performance data and statistics. They will support the customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to VISA goals and initiatives. The Advanced Technical Solutions team will be responsible for managing escalations from other work groups within the CS Organization, relating to the Risk and Identity Solution product offerings, as well as maintaining and following processes involving departments outside of the CS Group.

Work streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of Customer Support for Risk and Identity Solutions

In this role, you are expected to:

• Field escalated tickets from Risk & Identity support teams globally.
• 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. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.
• Participate in customer troubleshooting escalations and work sessions.
• Troubleshoot product related bugs by reproduction, user testing, log and code analysis.
• Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.
• Analyze large quantities of data to find trends or patterns of potential issues.
• Design and develop tools for automation and process improvement in various software languages.
• Provide notifications and offer technical troubleshooting to clients impacted by system wide issues.
• Develop software user interfaces using internal tools and frameworks.
• Support, maintain and document software Troubleshooting for VRM and VAA.
• Execute and work through Incident Management for priority client inquiries in region.
• Responsible to be a subject matter expert in the following areas including but not limited to:
  • VRM Rules - expected outcomes, configurations, Rule and VRM UI Troubleshooting
  • Visa Consumer Authentication Service (VCAS)
  • Cardinal Consumer Authentication (CCA)
  • Visa Protect Account to Account
• Processing customer feedback and bug reports.
• Ensure tickets are responded to and in accordance with customer-defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs.

This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include: Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).

Additional Responsibilities:

• Experience in internal/external customer communication.
• Work with software engineering on issues that cannot be resolved to identify a root cause problem.
• Off hours on-call availability when required.
• Other Duties as assigned by management.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications:
2 years of work experience with a bachelor's degree or an advanced degree (e.g., Masters, MBA, JD, MD, or PhD).
Experience in a customer support role in software, financial or information services industry:
Experience diagnosing, reporting, tracking, and resolving software issues
Experience working in a variety of programming languages
Experience working in a variety of environments – Windows, Linux
Experience working with data using TSQL
Basic network troubleshooting experience
Programming experience
Must be able to skillfully prioritize and manage concurrent projects and issues.
Demonstrates sense of urgency and timeliness.
Excellent written and verbal communication skills.
Takes the initiative to research and learn on their own:  resourcefulness, motivated, self-starter, willing to learn new programs.
Experience in working with cross-functional/cross-departmental and virtual teams.
Quality Focused:  demonstrates attention to detail listens and requests clarification.
Contributes to building a positive team spirit.
Puts success of team above own interests.
Displays passion and optimism inspires respect and trust.
Follows policies and procedures.
Support VISA organization's goals and values.

Preferred Qualifications:
3 or more years of work experience with a bachelor’s degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
Consulting experience.
Ecommerce industry experience.
Understanding of VISA Risk & Identity products and services.
Incident Management experience

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.