Senior Technical Support Engineer

Company Description

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.

Job Description

What we do Member of the Visa family since its acquisition in November 2020, YellowPepper's proven platform, Yepex®, enables issuers to easily launch card and account agnostic real-time payments solutions (P2P, P2M, and Cross-Border, among others) while providing value added services such as tokenization, identity validation and risk tools to deliver a complete transaction and service offering. The company is creating the Next Generation Payment Ecosystem to help financial institutions, retailers, and their customers to transact digitally, with security, anytime and anywhere.

Operating in 11 countries, the Miami-based global company currently serves 50 clients and 6 million monthly active users. Our Vision Create the foundation of the Digital Economy to enable the best and most secure everyday life experience. Our Mission To create the next generation Payment Ecosystem to simplify people’s lives

Responsibilities:

• Working directly with our customers, provides timely responses and resolutions to Tier 1 customer support requests, ultimately resulting in high customer satisfaction
• Performs diagnosis using documented procedures, troubleshooting techniques and approved tools to solve Tier 1 technical issues
• Ensures that all support activity is logged with complete information into the ticketing tool and assigned with appropriate category and priority
• Contribute quality content to our support knowledge base
• Collaborate with internal teams to provide tailored support solutions

Basic Qualifications:

• Technical degree or equivalent experience
• 5+ years of technical customer support experience, working directly with external customers
• Knack for troubleshooting and debugging complex technical issues at all levels of an application stack
• 5+ years of experience in system administration or systems/applications support (Windows, Linux)
• Ability to communicate technical problems and issues succinctly and clearly
• In-depth knowledge of network protocols and standards (e.g. TCP, LDAP, DNS, SSH)
• Exceptional analytical & customer service skills
• Knowledge and experience of cloud-native services
• Languages: Fluent English Spanish intermediate advanced/conversational - speaking, writing and reading.

Preferred Qualifications:

• Knowledge of database, application, and web server systems support (e.g. MySQL, Apache, etc).
• Experience and knowledge of administering Linux based systems and bash scripting
• Performance monitoring

Software and Programs:

Jira, Dynamics, Office licensing, GCP accounts, AWS accounts, Active Directory, Antivirus, SolarWinds, Slack, Nagios.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

• 4 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:

• 5 or more years of work experience with a Bachelor’s Degree or more than 3 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• 4 years of technical customer support experience, working directly with external customers
• Knack for troubleshooting and debugging complex technical issues at all levels of an application stack
• 4 years of experience in system administration or systems/applications support (Windows, Linux)
• Ability to communicate technical problems and issues succinctly and clearly In-depth knowledge of network protocols and standards (e.g. TCP, LDAP, DNS, SSH)
• Exceptional analytical & customer service skills Knowledge and experience of cloud-native services

Additional Information

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