About Visa:

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”

The Product Support Engineer (PSE) is the third line support function within CyberSource. It carries responsibility for deep-level investigation of service deficiencies and enhancement requests, as well as feeding heavily into the Continual Service Improvement (CSI) strategy. The role liaises heavily with numerous departments internally at all levels including Professional Services, Product Development, Product Management, Operations, and their equivalent entities within the U.S. Support team.

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

This position is the first US-based PSE for this role, which offers an opportunity to get in on the early stages of a vital new initiative for Cybersource.

Principle Responsibilities

• Field escalated tickets from CyberSource Support teams globally.
• Investigate 3rd line issues arising from our client’s use of CyberSource’s service in line with our agreed SLT.
• Ensure accurate records of service recommendations are written to the CRM during service provision.
• Liaise internationally with junior engineers and Technical Account Managers (TAMs) to report on issues affecting the service relationship with all tiers of merchant.
• Coordinate the international escalation of service issues across time zones to ensure timely resolution of client requests and to optimize service continuity.
• Configure our systems to allow client accounts to enable effective processing using our services.
• 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.
• Act as technical escalation point for client issues, both internally and, where required, externally
• Achieve and maintain status as SME across one or more of the CyberSource and/or Visa product lines
• Participate in global on-call rota for weekend P1 and/or Sev1 escalation
  

Required Experience:
Professional: 

• University degree or equivalent experience
  

Business:

• Prior Experience of a 2nd/3rd line role
• Customer Support experience
• Strong Point of Sale / EMV experience; Card Present payments 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

Technical:

• Strong understanding of technical concepts or programming experience (Java, C/C++, Perl, etc.) 
• API, test harness development.
  

Preferred Experience:
Professional: 

• PMP or similar project management certification; ITIL Foundation

Business:

• Consulting experience
• Payment industry experience 
• Card-not-present and risk mitigation methodology experience is strongly preferred.
• Should be experienced with working in matrixed organisations
• Incident Management experience

All your information will be kept confidential according to EEO guidelines.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”