Product Support Engineer

  • Full-time
  • Job Family Group: Client Support Services

Company Description

About Visa:

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.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”

Job Description

The Product Support Engineering team is a Tier 3 customer support team tasked with supporting online merchants using all CyberSource Enterprise products and services. Candidates will be expected to handle escalated case tickets, work with other teams inside and outside the Customer Support organization, provide product training, and interface with customers on an as needed basis.

  • Troubleshooting escalated technical problems
  • Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution
  • Building internal support-related tools and documentation
  • Participating in requirements, design, and roll out of new products and services
  • Interfacing with both 'direct' and 'reseller' customers
  • Representing Customer Support to other departments in the company including sales, operations, product management, and product development
  • Creating, editing, and distributing customer notifications
  • Responsible for training junior members of the team and acting as as a go-to and experienced leader for the junior members of the team

Qualifications

  • Significant prior experience of providing in-depth technical experience providing in-depth, highly technical support to external clients
  • Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP,Visual Basic, VBScript, DBMS and/or XML
  • Experience working directly with customers via phone/email/eTicketing systems
  • Strong written and verbal communication skills
  • Strong problems solving skills
  • Prior experience with online payment, risk management, or point-of-sale transaction technologies
  • Experience of working across complex matrix organizations

Additional Information

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

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