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SeniorFull-time
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
The Technical Support Analyst provides advanced production support for a broad portfolio of products and services. This role is responsible for triaging and troubleshooting complex technical issues, conducting research, documenting findings, and coordinating with internal teams to drive issues toward resolution or appropriate escalation.
This position works closely with cross-functional stakeholders including Product, Engineering, Reliability Engineering, Client Support, and other internal teams. The ideal candidate is analytical, proactive, detail-oriented, and willing to learn a wide range of products, services, systems, and processes.
Key Responsibilities:
• Triage and investigate complex production support issues across multiple products and services.
• Troubleshoot issues using ticketing systems such as Jira, Splunk logs, SQL, internal platforms, and other support tools.
• Document troubleshooting steps, findings, resolutions, and next steps clearly and accurately.
• Coordinate with Product, Engineering, Reliability Engineering, Client Support, and other internal teams to support issue resolution.
• Escalate issues as needed while maintaining ownership and follow-through.
• Participate in incident calls, SWAT calls, and cross-functional troubleshooting sessions.
• Review technical specifications related to client cases and support UAT testing for product launches, fixes, and enhancements.
• Monitor and manage ticket queues, prioritize based on business impact, and ensure timely handling of cases.
• Identify recurring issues and contribute to process improvements that enhance operational efficiency.This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
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About Visa
Visa is a global technology company that operates at the forefront of the payments industry, facilitating electronic funds transfers across the world. Founded in 1958 as BankAmericard and evolving into Visa Inc. in 2007, the company has established itself as a cornerstone of modern financial infrastructure. Headquartered in the United States, Visa provides the technological backbone that enables billions of transactions annually, connecting consumers, businesses, banks, and governments in over 200 countries and territories. Its network, VisaNet, is renowned for its security, reliability, and scalability, processing transactions with speed and precision. Visa offers a comprehensive suite of payment solutions, including credit, debit, prepaid, and commercial products, all designed to enhance the way people and businesses transact. Key features of Visa’s services include advanced security protocols such as tokenization and biometric authentication, global acceptance at millions of merchant locations, and innovative digital payment options like contactless and mobile wallet integrations. The company primarily targets consumers seeking convenient and secure payment methods, merchants aiming to streamline operations and reduce fraud, and financial institutions looking to offer competitive payment products. Visa’s solutions are particularly valuable in the retail, hospitality, and e-commerce sectors, where seamless and secure transactions are critical. Visa holds a dominant position in the global payments industry, processing trillions of dollars in transactions each year and setting industry standards for innovation and security. The company’s notable achievements include pioneering the introduction of credit cards, driving the adoption of contactless payments, and leading initiatives to combat fraud and promote financial inclusion. Visa’s unique value proposition lies in its ability to combine a vast, interconnected network with cutting-edge technology, enabling faster, safer, and more inclusive financial transactions worldwide. Its commitment to sustainability and digital transformation further solidifies its role as a leader in shaping the future of payments.
