Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Token ID is a Visa company. 

What’s it all about?

VISA Token ID provides comprehensive, mobile payment and tokenization solutions to their customers worldwide. VISA Token ID Customer support team is based in Rotterdam, Toronto, Bangalore and growing. We are seeking a senior Technical customer-facing Support Engineer to provide technical support and solutions to VISA Token ID customers.

You will be the technical interface between VISA Token ID customers and the product team for management and resolution of problems on our products and services, serving as an advocate for customer needs. You will work closely with Customer support Management, Development, QA, Product teams, and 3rd party product partners to ensure a superior technical support to our customers.

We are not looking for a first line support engineer but for a software engineer who will able to understand our product architecture, debug and troubleshoot our java source code and has the ability and required skills to develop his functional knowledge in the field of mobile payment and tokenization.

You must be familiar with standard software development, quality processes, support processes, methodologies, and tools, and must have a track record of very high technical competence that includes strong coding and/or scripting skills and individual technical accomplishments. You should have the passion & ability to learn new things, while never being satisfied with the status quo. Candidate should be able to travel to both remote VISA as well as customer locations (domestic and international).

What we expect of you, day to day.

• Interface with customers via telephone, email, WebEx or Skype sessions.
• Troubleshoot, reproduce, debug, and diagnose customer issues,
• Provide prompt and accurate responses to customers within our SLA.
• Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution
• Regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
• Document action plan and progress in case tracking systems
• Escalate issues to management as per internally established processes and guidelines
• Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues
• Acquire the required product knowledge and stay up-to-date with product updates.
• Build and maintain test environments and tools for troubleshooting and testing.
• Create new internal or external knowledgebase articles/documentation to capture new learnings for reuse. Contribute to the team  product  knowledgebase
• Deliver knowledge transfer sessions to customers and/or internal team members
• Assist customers outside of normal business hours, if required, including weekends and holidays
• Provide onsite support at customer locations (if required)
• Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is documented
• Reduce/deflect Support Request volume through education and proactive engagement with customers
• Develop strong relationship with customer and engineering teams
• Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions

Thinking about careers differently...

 For this role, the key skills required are:

• Mid-Level work experience with a Bachelors Degree or at least entry-level work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or a PhD degree.
• BS/MS in software engineering, computer science, computer engineering, or related degree preferred or equivalent work experience.
• Experience in Customer Support, Programing and/or QA
• Experience in Electronic payment and/or Mobile Payment is a plus
• Good analytical and troubleshooting skills
• Strong software background, specifically in coding with Java or other language, with experience in web services.
• Experience in databases (Oracle, DB2, SQL and MySQL),
• Experience on Linux/Unix operating systems
• Experience with application servers, including: JBOSS, Apache Tomcat and WebSphere
• Experience in debugging and troubleshooting Java applications is key.
• Experience of working on Large scale homogenous or heterogeneous distributed systems with high availability requirements on Virtual Machines and/or physical server clusters
• Experience/exposure in software development lifecycle - from requirements through post-release support is essential
• Knowledge of smart card, hardware security modules, card printers, and internet technologies, Global Platform Messaging, NFC/EMV and Mobile Payments are plus.

Customer Management

• Ability to speak confidently and communicate clearly with the customers
• Ability to work well with demanding customers
• Excellent problem solving skills
• Ability to understand urgency and sensitivity of customer cases
• Excellent Verbal and Written communication skills

Travel Requirements:

• This position requires the incumbent to travel for work 20 to 40 % of the time depending on work location. Most Canadian clients are based in Toronto. 

• Employees can work remotely

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.