Associate Technical Support Engineer

Visa, Austin TX, US

Everywhere you want to be

Duration: Full-Time

The CyberSource Global Partner Solutions (GPS) Associate Technical Support Analyst (GPS Technical Support Engineer (TSE)) provides web, email, and phone support to our diverse and growing number of partners, resellers, and Integrated Solution Vendors. The work includes handling all inbound inquiries from the CyberSource Developer Center and assisting new and existing partners with a broad range of technical support from initial setup, error message investigations and replication, and payment processing.

Technical Support Engineers quickly identify and resolve second-level technical problems. You will be an outstanding teammate who enjoys working with others, including internal engineering and operational teams, to solve demanding customer issues. The size of the GPS Support team creates a varied role with the need for an ability to act in multiple capacities at a time.

The GPS Technical Support Engineer role does not include any programming responsibilities, but it does require essential knowledge of (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML). In addition, this role will have a focused emphasis on technical cases that involve deeper dives into CyberSource connection methods and third-party cartridges. The position can be based in Austin, TX, Atlanta, GA, or Miami, FL.

Technical Support Engineers are great teammates with the ability to deliver results in a dynamic and ever-changing environment with superb communication and time management skills. In addition, they have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users. Are you well organized? Do you have a technical background with two or more years of customer service experience? If so, please apply!

Basic Qualifications

  • Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications

  • 2 or more years of work experience
  • 2+ years of work experience with basic knowledge of (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML)
  • Bachelor’s Degree in Computer Science, Computer Engineering, CIS/MIS, Data Science, Cybersecurity with 1-year prior work experience
  • 3+ years of work experience as a Level 2 Technical Support Helpdesk agent
  • Intermediate knowledge of (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML)
  • Exceptional verbal and written communication skills
  • Strong troubleshooting/debugging skills and a real passion for problem-solving
  • Quickly evaluate information, and make quick decisions based on multiple factors
  • Handle multiple service requests with strict time limits on an ongoing basis
  • Ability to multi-task, continually re-prioritize cases, and work under pressure
  • Prior knowledge of online payment processing or the banking industry is a plus

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.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind 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 and scale to reshape the future of commerce.

Want to learn more about Visa? Visit Visa's website.