1 day ago
London, United KingdomMid Level
Responsibilities
- Provide advanced technical consultation and support for complex customer implementations, integrations, and production issues.
- Investigate and resolve technical challenges involving APIs, payment processing, authentication, tokenization, risk solutions, logs, transaction data, and system behavior.
- Advise customers and internal stakeholders on products, solution recommendations, technical architecture, integrations, and best practices.
- Manage high-priority customer escalations through resolution and communicate throughout the incident lifecycle.
- Collaborate with Product, Engineering, Operations, and Client Services teams to resolve issues and improve products and services.
- Identify recurring issues and contribute to root-cause analysis, problem management, process improvements, and automation opportunities.
- Create and maintain knowledge articles, troubleshooting guides, technical documentation, and operational procedures.
- Support product launches, migrations, strategic customer initiatives, team knowledge sharing, mentoring, coordination, and deputy leadership activities.
- Participate in off-hours or on-call support when required and use emerging technologies, including Generative AI, to improve productivity and customer engagement.
Requirements
- Experience supporting complex technical products, SaaS platforms, enterprise applications, integrations, or payment technologies.
- Experience in technical support, technical consulting, solutions engineering, or client services.
- Strong troubleshooting, analytical, and problem-solving skills across multiple systems and technologies.
- Hands-on experience with APIs, web services, JSON, XML, transaction flows, application logs, and integration troubleshooting.
- Understanding of networking and web technologies, including TCP/IP, DNS, SSL/TLS, VPNs, and proxies.
- Experience using databases and SQL for troubleshooting and data analysis.
- Experience supporting enterprise customers and managing customer-facing technical issues and escalations.
- Fluent English and strong communication, collaboration, and stakeholder-management skills.
- Payment processing, eCommerce, digital payments, or financial technology experience is advantageous.
- Experience with incident management, product launches, migrations, service improvement, or technical documentation is beneficial.
- Ability to share technical knowledge and mentor other team members.
Benefits
- Visa requires at least three days in the office, with the specific expectations confirmed by the Hiring Manager.
- The role may include off-hours or on-call support when required.
Tech Stack
Categories
Solutions Engineering
About Visa
Visa builds and operates a global digital payments network that connects consumers, merchants, financial institutions, and governments. It earns fees for processing card transactions and offering risk, data, and value‑added services through VisaNet and products like tokenization and tap‑to‑pay. Founded in 1958 and headquartered in Foster City, California, Visa is a public company (NYSE: V) serving clients in more than 200 countries and territories.