Technical Support Analyst

Technical Support is the face of the system to the internal business users. You will need to understand the workflows for both customers and back office users and timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings are addressed. This role will report into the Technical Support lead.

Customer Operations provides continuous 24/7 support, of which Technical Support Analysts are part. This role is shift-based and will require the candidate to contribute to working a two day two night shift pattern. 08:00 - 20:00 and 20:00 - 08:00 with four days off.

What we expect of you, day to day:

• Reply promptly to issues, questions and requests raised ensuring SLAs are met
• Take the responsibility of owning Incidents and leading them through to completion, following the Incident Management process
• Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end-support
• Proactively contribute to monitoring and alerting solutions
• Locate and investigate bugs, alerts and other issues as they are raised
• Suggest system improvements to reduce the need for manual intervention
• Help maintain a backlog of solutions to problems, collaborating with product teams
• Write and update system and process documentation
• Where vital, build SQL update statements to be issued as change requests

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

2 or more years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

3 or more years of work experience with a Bachelor's Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)

What we're after…

This position would suit someone who is experienced in a second line support role and has experience with incident management. Being able to confidently speak with different teams and knowledge sets would aid you in this position

All applicants should:

Be able to work independently and efficiently

Possess excellent knowledge of SQL, monitoring tools like Datadog, and experience using support platforms such as Zendesk

Have an understanding of infrastructure and DevOps concepts

Demonstrate strong team working skills, the ability to handle their workload, and pay meticulous attention to detail

Be level-headed, showcasing outstanding organization and prioritization abilities

Exhibit superb interpersonal skills, both written and verbal

Be eager to learn new skills and processes

Find solutions to emerging problems

Have a curiosity about the payments, financial services, technology, or FX industry

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.