Product Support Engineer

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
**Team Summary**

The 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 Product Support Engineer does at Visa**:
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. 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.

In this role, you are expected to:

- Field escalated tickets from Cybersource Support teams globally.
- 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.

**Projects you will be a part of**:
This 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.

**Qualifications**:
What you will need:

- Bachelor’s degree or equivalent qualification
- 5+ years of experience customer support role in software, financial or information services industry
- Prior experience of a 2nd/3rd line support role
- Must be able to skillfully prioritize and manage concurrent projects and issues
- Effective 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

What will also help:

- Consulting experience
- Payment industry experience
- Card-not-present
- Card present / E