Manager, Technical Support at Visa in Ashburn, Virginia

Job Description:

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance only in the most complex situations. The role will analyze and troubleshoot user requirements, procedures and problems to automate or improve existing systems under broadly defined practices and procedures, including working with developers in analyzing and developing process improvements for system administration/environmental build function.

• Manage 2nd level technical support and operational customer service needs for Visa Client Institutions using one or more of the Visa supplied software products and provide reporting and portfolio management for assigned products.




• Provide day-to-day support to client institutions including response to customer inquiries related to complex web-based software applications issues or questions and ensure customer expectations are exceeded.




• Serve as escalation point for more junior team members. Provide guidance to staff on all products and services supported by the department as well as non-routine, complex issues.




• Identify, troubleshoot and resolve complex processing, application usage, or business issues.




• Proactively identify and own issues through resolution working with business or development groups.




• Ensure Level 1 support service levels are met or exceeded.




• Perform network / system diagnostics and transaction research to analyze and resolve endpoint problems in both the test and production.




• Understand customer needs, business requirements, and priorities. Develop solutions and recommendations based on business needs.




• Assess operational opportunities to increase service quality or efficiency and act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 2 Support to act on recommendations.




• Develop tools and educate customers on software applications, usage and functionality.

Basic Qualifications

• 5 years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6+ years of work experience with a Bachelor's Degree or 4 +years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD


• 5-7 years' experience in a QA/development role in software, financial or information services.


• Demonstrated experience in test planning, test design, test strategy, and test execution.


• Defines the quality space and roadmap to address it emphasizing development processes and testing.


• Serves as a quality lead for large cross-functional, cross-organizational projects, helping to define the software development processes, and scoping the test requirements. Leads other analyst in gathering test requirements and creating quality test plans for large complex projects.


• Proficiency with troubleshooting and resolving complex technical issues related to web-based software applications.


• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.


• Proficiency providing technical and consultative support to external customers and identify business needs.


• Ability to manage assignments that are of diverse scope and complexity and require significant initiative and judgment.


• Proficiency of client-server networking and database management.


• Excellent verbal, written, presentation and interpersonal skills are required.


• Experience in Agile or Scrum software development methodologies.


• Experience in testing web technologies, services, and physical devices. Understanding of Java technologies, XML, JS, CSS, and HTML.


• Knowledge in Microsoft .NET, Java, VB and Java script programming capability.


• Proficiency in Automation Testing Tools.


• Knowledge in SQL methodologies

Work Hours

Incumbent must make themselves available during core business hours

Travel Requirements

This position requires the incumbent to travel for 10% to 25% of the time

Physical Requirements

This position will be performed in an office setting. This position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arm, and bend or lift up to 25 pounds