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Team Summary

The Senior Product Support Engineering team is a global third line support function within Cybersource. It carries responsibility for low-level investigation of service deficiencies and enhancement requests. The role liaises regularly with numerous departments internally at all levels including Value Added Services, Settlement and Reporting, Product Development, Product Management, Operations, and their equivalent entities globally.

What a Senior Product Support Engineer does at Visa:

The Product Support Consultant - Technical Solutions is the third line support function within Cybersource. It carries responsibility for low-level investigation of service deficiencies and enhancement requests. The role liaises regularly with numerous departments internally at all levels including Value Added Services, Settlement and Reporting, Product Development, Product Management, Operations, and their equivalent entities globally. The role will troubleshoot all service faults and enhancement requests raised by the Cybersource Customer Support team, offering response and resolution within agreed service level targets.

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 engineers and present technical issues to non-technical colleagues at all levels within the organization.

This role reports into the Director, Product Support Engineering.

In this role, you are expected to:

• Field escalated tickets from Cybersource Support teams globally.
• Coach and train Junior members of the Product Support Engineering team.
• Act as technical escalation point for client issues, both internally and, where required, externally.
• Investigate 3rd line issues arising from our client's use of Cybersource's service in line with our agreed SLA.
• Liaise internationally with junior engineers and Technical Account Managers (TAMs) to report on issues affecting the service relationship with all tiers of merchant.
• Incident Management - Represent Client Services on Incidents and manage both internal and external communication.
• Coordinate the international escalation of service issues across time zones to ensure timely resolution of client requests and to optimize service continuity.
• 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.
• Achieve and maintain status as SME across one or more of the Cybersource and/or Visa product lines.

Why this is important to Visa?

The SME function within Cybersource is a crucial role in ensuring that various stakeholders are aware of new challenges, products and requirements within an ever-changing landscape. Aside from supporting Incidents the SME function will underline requirements, as well as training for new products and improvements, enhancements and bugs. With a specialised knowledge set of Merchant services offered, the SME role is uniquely positioned to support most internal stakeholders in a variety of functions.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused.
• University degree or equivalent experience
• 8+ years of experience customer support role in software, financial or information services industry
• Significant experience of a 2nd/3rd line support role
• Training or Coaching 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
• Some programming experience (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML)
• Basic network troubleshooting experience
• Ability to think laterally and consider organizational strategy

What will also help:

• Consulting experience
• Payment industry experience
• Card-not-present
• Card present / EMV knowledge
• Risk mitigation methodology experience is strongly preferred
• Should be experienced with working in matrixed organisations
• Understanding of Cybersource products and services
• Networking experience
• Incident Management experience

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/Physical Requirements: 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.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 100,700 to 154,600 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.