Product Support Consultant - Technical Solutions

Job Description
Team Summary
The Senior Product Support Engineering team is a global 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.
What a Senior Product Support Engineer does at Visa:
The Product Support Consultant - Technical Solutions 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.
Coach and train Junior members of the Product Support Engineering team.
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.
Why this is important to Visa?
The SME function within Cybersource is a crucial role in ensuring that various stakeholders are aware of new challenges, products and requirements within an ever-changing landscape. Aside from supporting Incidents the SME function will underline requirements, as well as training for new products and improvements, enhancements and bugs. With a specialised knowledge set of Merchant services offered, the SME role is uniquely positioned to support most internal stakeholders in a variety of functions.
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.