Director, Production Support Engineer - Acquirer Solutions
- Foster City, CA, USA
Position Location: Foster City, CA or Bellevue, WA
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
The Product Support Engineer (PSE) is the third line support function within CyberSource. It carries responsibility for low-level investigation of service deficiencies and enhancement requests, as well as feeding heavily into the Continual Service Improvement (CSI) strategy. The role liaises heavily with numerous departments internally at all levels including Professional Services, Product Development, Product Management, Operations, and their equivalent entities within the U.S. Support team.
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 whilst there is no management of staff, the candidate will be required to offer training and coaching to junior support engineers and present technical issues to non-technical colleagues at all levels within the organization.
10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD
Prior Experience of a 2nd/3rd line role
Customer Support experience
Strong Point of Sale experience
Must be able to skillfully prioritize and manage concurrent projects and issues.
Excellent written and verbal communication skills
Experience in working with cross-functional/cross-departmental and virtual teams
Self-starter with strong organization and resolution management skills
Strong understanding of technical concepts or programming experience (Java, C/C++, Perl, etc.)
PRINCE2, PMP or similar project management certification; ITIL Foundation
Payment industry experience
Card-not-present and risk mitigation methodology experience is strongly preferred.
Should be experienced with working in matrixed organisations
Incident Management experience
12-15 years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
Field escalated tickets from CyberSource Support teams globally.
Investigate 3rd line issues arising from our client’s use of CyberSource’s service in line with our agreed SLT.
Ensure accurate records of service recommendations are written to the CRM during service provision.
Liaise internationally with junior engineers and Technical Account Managers (TAMs) to report on issues affecting the service relationship with all tiers of merchant.
Coordinate the international escalation of service issues across time zones to ensure timely resolution of client requests and to optimize service continuity.
Configure our systems to allow client accounts to enable effective processing using our services.
Liaise with Account Managers and the senior management team to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required.
Answer internal enquiries directed toward the support team of a technical and account related nature.
Educate both junior engineers and non-technical staff through training and presentation.
Deliver client experience advice and feedback to internal development and product teams to ensure optimum product usability.
Act as technical escalation point for client issues, both internally and, where required, externally
Achieve and maintain status as SME across one or more of the CyberSource and/or Visa product lines
Participate in global on-call rotation for weekend P1 and/or Sev1 escalation
This position requires the incumbent to travel for work 15% of the time.
This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.