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Visa // credit cards
, Full Time       Posted: Wednesday, March 04, 2020
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Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & 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, & 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 & 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, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

Team Summary

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

What a Product Support Engineer does at Visa:

The Product Support Engineering team is a Tier 3 customer support team tasked with supporting online merchants using all CyberSource Enterprise products & services. The candidate will be expected to handle escalated case tickets, work with other teams inside & outside the Customer Support organization, provide product training, & interface with customers on an as needed basis. 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 & coaching to junior engineers & present technical issues to non-technical colleagues at all levels within the organization.

In this role, you are expected to:
Troubleshooting escalated technical problems
Escalating issues to Product Development, Product Management, and/or Operations teams & managing their resolution
Building internal support-related tools & documentation
Participating in requirements, design, & roll out of new products & services
Interfacing with both direct' & reseller' customers
Representing Customer Support to other departments in the company including sales, operations, product management, & product development
Creating, editing, & distributing customer notifications
Responsible for training junior members of the team & acting as as a go-to & experienced leader for the junior members of the team

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 & requirements within an ever changing landscape. Aside from supporting Incidents the SME function will underline requirements, as well as training for new products & improvements, enhancements & 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.


What you will need: We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven & client focused. As a candidate, you should have:

  • University degree in Computer Science, Information Technology or equivalent work experience
  • 5+ years of experience customer support role in software, financial or information services industry
  • Prior experience of a 2nd/3rd line support role would be preferred
  • Must be able to skillfully prioritize & manage concurrent projects & issues
  • Excellent written & verbal communication skills
  • Experience in working with cross-functional/cross-departmental & virtual teams
  • Self-starter with strong organization & resolution management skills
  • Strong understanding of technical concepts
  • Some programming experience (Java, REST, C/C++, Perl, etc.), & 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
  • Ability to work effectively in a matrixed organizations
  • Understanding of CyberSource products & services will be beneficial
  • Networking experience
  • Incident Management experience

Additional Information

Projects you will be a part of: This role will troubleshoot all service faults & enhancement requests raised by the CyberSource Customer Support team, offering response & resolution within agreed service level targets.

Working Hours: This position requires the incumbent to be available during core business hours (i.e. standard work week).

Travel Requirements: This position may requires incumbent to travel for work < 10% of the time

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