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.

CyberSource is innovation. From Antigua to Zambia, merchants look to CyberSource for tools, knowledge and a passion for making payment acceptance safe, fast and easy. Some of the largest companies in the world come to us as their trusted partner to power their revenue growth engine. Our Technical Support Engineers (TSEs) engage directly with those companies, facilitating knowledge, growth, and serving as an escalation point.  As part of a global team, our TSEs are all about sharing information with teammates (and merchants!), developing a sense of community with colleagues across the world and being ambassadors for CyberSource.

The Technical Support Analyst (also known as TSE) is both an escalation point for and a part of the 2nd line of CyberSource's support offering for the global merchant base. The TSE is responsible for delivering excellent client support through three primary contact channels, including phone, email and eTickets.  The TSE is also a training resource to the TSE team for all processes and tools specific to the TSE role and is an escalation point for questions on those processes and tools. The TSE is a CyberSource generalist, with a thorough understanding of all of CyberSource’s product sets and will be able to problem solve and translate technical concepts to all levels within a business, but is considered an SME on TSE tools and processes.

The TSE would report to the TSE Manager and would be considered a go-to knowledge resource for the TSE team.

• Work autonomously to deliver exemplary support of CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
• Use deep technical knowledge to minimize any escalations to PSE team. In the event there are escalations, work with the PSE team to ensure escalation resolution efficiency
• Be a point of escalation and resolution for merchant issues that require senior technical intervention and first point of contact for any questions / queries related to processes and tools within the TSE team 
• Communicate service level updates to local leadership on a regular basis
• Troubleshoot issues regarding CyberSource’s products and services and collaborate with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource’s products and services
• Participate in conference calls with customers to provide technical support as required
• Maintain and share expert knowledge of CyberSource products and services through training and self-study
• Identify process gaps and work with the global TSE teams to put in place corrective action
• Role model expected behaviors among the TSE team
• Take on ad-hoc projects that are related to TSE tools and processes
• Manage the maintenance of the Enterprise Support Catalog and maintain related process documentation
• Contribute to internal knowledge base and be a pre-escalation resource on technical material
• Stand-in for TSE manager when needed

This position is open to the following locations: Miami, Atlanta, Denver

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Basic Qualifications:

• 2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
• Strong troubleshooting/debugging skills
• Customer service experience with specific and well-formed knowledge of customer support tools and processes
• Experience of being an escalation point for internal team queries
• Experience of effective cross-functional collaboration between technical, service delivery, support & commercial facing teams.
• Well organized and detail-oriented with a strong background in exceeding customer expectations
• Demonstrable experience of identifying and implementing process improvements
• Exceptional verbal and written communication skills
• Ability to multi-task, continually re-prioritize cases and work under pressure
• Ability to work well as part of a team and collaborate with others at all organizational levels
• Experience of working as part of a global support team

Preferred Qualifications:

• 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Effective meeting management skills
• Payment industry or e-commerce experience
• Ability to multi-task, continually re-prioritize cases and work under pressure.
• Intermediate-level knowledge of multiple programming languages. (ASP, PHP, xml, etc.)
• Intermediate-level knowledge of Network protocols, infrastructure, and topologies.

COLORADO APPLICANTS ONLY: The estimated salary range for a new hire into this position in Colorado is 75,400 to 96,100 USD. Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for annual bonus and equity.

Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.