Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

The Authorize.Net Senior Product Support Engineer will be part of Visa’s Merchant Support organization and responsible for supporting the business and technical needs of our growing customer base, which includes merchants, resellers, developers and technology partners. The Product Support Staff (PSS) team is responsible for managing escalations from other work groups within the Merchant Support department, relating to the Authorize.Net product offerings, as well as maintaining and following processes involving departments outside of Merchant Support. This includes proactive merchant communications, product development participation, ticket analysis and resolution, and maintaining a feedback loop for product improvement and input of new ideas through change management. The Senior PSE will handle escalations from front-line Customer Support Representatives, Team Leads, Sales Engineers, external Developers, and Technology Partners within a specified timeframe, and also responsible as a subject matter expert in multiple technical product areas (APIs, integration methods) which supports the overall goal of Merchant Support, including technical documentation review, updating technical knowledge base articles, tracking bugs and incidents, and communicating issues to the Product Development group and Service Desk. Partnership with Managers, Facilitators, other Specialists, Representatives and other departments is required at all times. The Senior PSE is expected to support and model the mission and values of Visa!

Senior PSE specific Responsibilities include:

• Claim and manage highly technical (API related, Developer centric) escalations through the Siebel CRM. Utilize CS documentation, usage of test accounts, and knowledge of the Authorze.Net systems to resolve multiple and concurrent issues in a timely manner. 
• Thorough understanding of the technical products and services Authorize.Net provides including value-adds, APIs, and resolve related integration issues involving bugs or a change in system behavior.
• Assist with creation of training documents and technical documentation and deliver training to the Merchant Support team and Product Development staff. 
• Communicate clearly and effectively both written and verbally to customers, specifically developers, and co-workers. This includes documentation of processes and procedures, and client-facing materials. 
• Represent CS and external developers in various Product Development meetings, that deal specifically with integration methods and API creation, defining product requirements, and troubleshooting system issues.
• Being on-call 24X7 for approximately one week each month for incident management is required.
• Partner with CS Leadership, Marketing and other groups to ensure reports, product launches and other communications are distributed in a timely matter.
• Claim, resolve and escalate tickets to and from the Service Desk and Batching Operations (i.e. compromised batch settlement issues) and communicate trends to the business.
• Provide notifications and offer technical troubleshooting to clients impacted by system issues. 
• Refine internal and external communication processes and procedures around Technical documentation, as needed.
• Represent Merchant Support on outage bridge calls and new product code releases, including outside of normal business hours.
• Troubleshoot bugs by reproduction, user testing, and log analysis. 
• Creation and management of Support Center KB articles via Knowledge Centered Support

• Processor connection
• Mobile Devices & VPO
• Authorize.Net API & Integration troubleshooting
• Security & Compliance initiatives which impact merchant services
• Commercial & Corporate Production Incident escalation processes and root cause analysis of system issues, including Workstation issues
• Processing customer feedback and bug reports

• A track record of a strong customer focus. 5+ years of experience in a Technical Support role with at least 2 years in-depth technical experience such as Tier 3 technical support, software development, or back-end web development required. 
• Experience working with such technologies as server operating systems; basic debugging skills; querying in SQL; capable of troubleshooting integrations written in JavaScript, REST, XML, SOAP, and JSON API formats, and a thorough understanding of Internet technologies such as HTML, TLS, HTTP, SMTP, DNS, and TCP/IP protocols. 
• Experience working directly with customers via phone/email/eTicketing systems.
• Retail & eCommerce payment processing, and risk/fraud mitigation methodology experiences are strongly required.
• Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues.
• Excellent written and verbal communication skills.
• Experience in working with cross-functional/cross-department teams.
• Experience in project management and strong problem solving skills are preferred.
• A self-starter with strong organization skills and resolution management.
• Bachelor’s degree in Computer Science, MIS, EE, CE or equivalent experience.
  

All your information will be kept confidential according to EEO guidelines.