Application/ Product Support Engineer (3rd Line)/ Cybersource
CyberSource – The World's First eCommerce Payment Management Company
CyberSource (A Visa Inc. Company) is a global leader in e-Commerce Payment Management. As part of CyberSource’s continued growth and expansion we are looking for talented, articulate and bright individuals who want to make a difference.
CyberSource has been and continues to be a pioneer within the e-Commerce Payment Management world. CyberSource offers a full-service payment management platform for e-commerce merchants, combining global payment processing, fraud management and payment security systems.
The Reading Customer Support Team are dedicated to supporting our growing client base and are interested in building a team who shares their customer-first ethos.
CyberSource are recruiting a Product Support Engineer to exercise their deep technical expertise to elevate the happiness and success of our global client base. It carries responsibility for low-level investigation of service deficiencies and improvement requests, as well as feeding heavily into the CyberSource's focus on Customer Success and Continual Service Improvement.
As a Product Support Engineer within CyberSource you will:
•Utilise your sharp troubleshooting skills and undertake root cause analysis to identify and resolve issues that are impacting our client base
•Be the product expert for CyberSource's Global Support teams fielding technical critical issues at a third level
•Operate as both a “doer” and a “thinker”; fulfilling application support commitments as well as contributing to and driving the efforts to enhance the product experience
•Enhance product knowledge and enable success at multiple levels internally and externally through sharing your product expertise and know how with internal (and where required external) customers
•Manage the international escalation of service issues to ensure timely resolution of client requests and to optimize service continuity.
•Prioritize and communicate product defects and enhancements to development teams.
•Advocate and drive product improvement requests across our multi-functional teams
Our ideal candidate will:
•Bring an ability and desire to address critical technical support issues efficiently and effectively
•Be a clear, responsive communicator who thrives with the challenge of engaging with a broad network
•Bring a customer first mindset and approach in how they engage and interact with partners
•Be an established self-starter who possesses a passion of finding creative solutions to unique problems and who thrives in working on complex problems
•Continuously evolve their current technical knowledge to support rapidly changing technology
•Be a passionate advocate for cultivating a learning environment across the CyberSource team
•Possess strong computer science credentials; knowledgeable in key programming languages (Java/C++/PHP) APIs and concepts
•Network expertise as well as core payments expertise would also be a plus