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

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.
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.
* 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

Qualifications

What you will need:
We are looking for an individual who brings breadth of experience, a curiosity
about payments, is results-driven and client focused. As a candidate, you
should have:
* University degree or equivalent experience
* ‎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
* 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
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 will be beneficial
* Networking experience
* Incident Management experience

Additional Information

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.