Senior Customer Technical Services Analyst

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Senior Customer Technical Services Analyst

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Technical Support Engineer

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.


Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.


SessionM by Mastercard is embarking on the next phase of our Global Support team’s growth with the goal of becoming an exemplary provider of best-in-class customer support. As a result, we’re looking to bring on several Technical Support Engineers, focused on supporting our NAM customers, who embody our commitment to excellence.


This role will focus on delivering an exceptional customer experience by providing prompt, comprehensive resolution on highly technical issues. Support Engineers will master a solid understanding of the SessionM platform and troubleshooting tools, enabling them to effectively investigate and communicate resolution to customers within designated SLAs; meticulously managing critical incidents as needed. To be successful, this role must consistently demonstrate exceptional communication on complex subjects to mixed audiences, possess the ability to think creatively and critically, prioritize effectively, and remain agile. Individuals who thrive on learning new things and tackling challenges with enthusiasm will find this role offers an exciting and fulfilling opportunity to contribute to our team’s growth.


Role Overview:

Own and manage inbound tickets within our Support queues, providing resolution on complex issues while delivering high customer satisfaction

Conduct screen share sessions as needed to drive toward more efficient resolution

Effectively multitask and prioritize new and ongoing tickets to ensure timely resolution within SLAs, driving down time-to-resolution

Take ownership of monitoring/alerting tasks to increase our ability to proactively notify and resolve issues for our customers

Contribute to and eventually drive internal Support initiatives and growth

Meet all Support KPIs month-over-month

Serve as a SessionM expert to our customers as you guide them through complex issues and occasional critical incidents with high impact and urgency


Key Skills:

3+ years of experience in frontline Technical Support in highly complex B2B SaaS environments

Excellent verbal and written English communication—able to accurately interpret complex inquiries and distill information into digestible customer-facing responses

Ability to Support in English and Spanish is a plus!

Strong ability to prioritize and utilize critical t