وظائف فيزا العالمية بالقاهرة Visa
Product Support Engineer
Job Description
What a Product Support Engineer
does at Visa:
The Product Support Engineer (PSE) is the third line support function within
Cybersource. It carries responsibility for low-level investigation of service
deficiencies and enhancement requests. The role liaises regularly with numerous
departments internally at all levels including Value Added Services, Settlement
and Reporting, Product Development, Product Management, Operations, and their
equivalent entities globally. The role will troubleshoot all service faults and
enhancement requests raised by the Cybersource Customer Support team, offering
response and resolution within agreed service level targets.
Work streams covered by this role are scheduled, proactive & reactive in nature
making this one of the most varied & flexible roles within the company. The role
carries implicit seniority, so whilst there is no management of staff, the
candidate will be required to offer training and coaching to junior engineers
and present technical issues to non-technical colleagues at all levels within
the organization. This role reports into the Director, Product Support
Engineering.
In this role, you are expected to:
Field escalated tickets from
Cybersource Support teams globally.
Act as technical escalation point for client issues, both internally and, where
required, externally.
Investigate 3rd line issues arising from our client’s use of Cybersource’s
service in line with our agreed SLA.
Liaise internationally with junior engineers and Technical Account Managers (TAMs)
to report on issues affecting the service relationship with all tiers of
merchant.
Incident Management - Represent Client Services on Incidents and manage both
internal and external communication.
Coordinate the international escalation of service issues across time zones to
ensure timely resolution of client requests and to optimize service continuity.
Liaise with Account Managers and the senior management team to provide optimal
service to our merchants and occasionally share the ownership of the service
relationship with the merchant as required.
Answer internal enquiries directed toward the support team of a technical and
account related nature.
Educate both junior engineers and non-technical staff through training and
presentation.
Deliver client experience advice and feedback to internal development and
product teams to ensure optimum product usability.
Achieve and maintain status as SME across one or more of the Cybersource and/or
Visa product lines.
Qualifications
What you will need:
We are looking for an individual who brings breadth of experience, a curiosity
about payments, is results-driven and client focused. As a candidate, you should
have:
University degree or equivalent experience
5+ years of experience customer support role in software, financial or
information services industry
Prior experience of a 2nd/3rd line support role
Must be able to skillfully prioritize and manage concurrent projects and issues
Excellent written and verbal communication skills
Experience in working with cross-functional/cross-departmental and virtual teams
Self-starter with strong organization and resolution management skills
Strong understanding of technical concepts
Some programming experience (Java, REST, C/C++, Perl, etc.), and markup
languages (HTML, XML)
Basic network troubleshooting experience
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