Analyst, Technical Service Experience

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

What an Analyst, Technical Service Experience Does at Visa

The Analyst, Technical Service Experience is part of a global third-line support function responsible for providing advanced technical support and troubleshooting across Visa's Risk and Identity Solutions (RaIS).

The Analyst works closely with customer support and implementation teams, technical specialists, Product, Engineering, and other cross-functional teams to investigate complex technical issues, analyze system behavior and data, identify potential root causes, and support the timely resolution of client-impacting issues.

The role requires strong analytical and problem-solving skills, technical curiosity, and the ability to understand how different systems, applications, APIs, data, and technologies interact within Visa's ecosystem. The Analyst supports escalations from other Client Services teams, participates in complex client troubleshooting, and helps drive issues toward resolution through technical investigation and effective cross-functional collaboration. It is expected that the analyst contributes to operational improvements, technical documentation, knowledge sharing, product and support readiness initiatives, and the analysis of relevant operational data to strengthen service delivery and enhance the overall client experience.

In this role, you are expected to:

- Support the execution of service strategies and operational improvements established by leadership.
- Investigate and troubleshoot technical issues involving Visa products, applications, integrations, and services using available diagnostic tools, system logs, and technical documentation.
- Support the investigation, escalation, and resolution of technical issues, working with relevant teams to identify potential root causes, assess impact, and facilitate appropriate corrective actions.
- Analyze application behavior, transaction flows, system responses, and available technical evidence to identify potential issues, patterns, and opportunities for improvement.

- Collaborate with Product, Engineering, Operations, and other technical support teams to investigate issues, coordinate escalations, and support effective resolution.

- Provide technical guidance and troubleshooting assistance to internal stakeholders and client-facing teams, helping address technical inquiries and service-related issues.
- Participate in new and existing product initiatives, including technical validation, troubleshooting, product enablement, and support readiness, to facilitate effective implementation and ongoing operations.
- Develop and maintain technical documentation, troubleshooting guides, known-issue references, and reusable knowledge resources to improve support efficiency and consistency.
- Identify and contribute to improvements in technical support processes, troubleshooting practices, tools, and workflows to improve operational effectiveness and service quality.

- Support the preparation of technical investigation summaries, issue reports, and operational insights to help stakeholders understand technical findings, resolutions, and improvement opportunities.
- Own and manage complex technical escalations from clients and Client Services teams, including issues involving applications, APIs, systems, integrations, networks, and developer-focused technologies.
- Leverage technical documentation, test environments, system logs, diagnostic tools, and knowledge of Risk and Identity Solutions (RaIS) products to investigate multiple concurrent issues and drive them toward timely resolution.

- Participate in client troubleshooting sessions and technical working sessions to investigate and resolve complex issues.
- Troubleshoot potential product defects through issue reproduction, testing, log analysis, code analysis, and other available diagnostic methods.
- Develop or enhance tools and scripts that support troubleshooting, automation, and process improvement.
- Support and document technical troubleshooting practices across Risk and Identity Solutions (RaIS) products and technologies, including Visa Risk Manager (VRM), Visa Protect Account to Account (VPAA), Visa Consumer Authentication Service (VCAS), Cardinal Consumer Authentication (CCA), and other supported solutions.
- Develop and maintain technical expertise across supported Risk and Identity Solutions (RaIS) products and technologies, including but not limited to:

- Visa Protect Account to Account (VPAA)
- Visa Risk Manager (VRM), including rules, expected outcomes, configurations, and UI troubleshooting
- Visa Consumer Authentication Service (VCAS)
- Cardinal Consumer Authentication (CCA)
- Enumeration Detection

- Ensure assigned cases are managed in accordance with applicable Service Level Agreements (SLAs), including response, update, and resolution requirements.

Additional Responsibilities:

- Communicate effectively with internal and external stakeholders, including translating complex technical findings into clear, actionable information.
- Collaborate with Engineering, Product, and other relevant teams on complex technical issues requiring deeper investigation to identify potential root causes and drive issues toward resolution.
- Participate in cross-functional projects and initiatives that support product development and adoption, technical support readiness, operational improvements, and broader TSE objectives.
- Contribute to knowledge sharing, technical discussions, and team enablement activities to strengthen TSE technical capabilities.
- Support the evaluation and responsible adoption of AI-enabled tools and emerging technologies, including automation, to improve troubleshooting, knowledge management, and operational efficiency.
- Provide off-hours or on-call support when required.
- Perform other duties as assigned by management.

Qualifications

What you will need:

We are looking for an individual who brings broad experience and curiosity about payments and who is results-driven and client-focused. As a candidate, you should have:

- Bachelor's degree in Business, Finance, Technology, or a related discipline, or equivalent relevant professional experience.
- A minimum of three years of relevant experience in technical support, application support, or a similar technical role within software, payments, financial services, or a related industry.
- Experience diagnosing, investigating, tracking, and resolving complex application and technical issues.
- Ability to analyze application behavior, transaction flows, system responses, and application/system logs to troubleshoot issues and identify potential root causes.
- Experience querying, analyzing, and interpreting data using SQL, T-SQL, or similar query languages and technologies.
- Experience with serverless technologies and cloud-based application architectures.
- Experience with data analytics, log analysis, and monitoring/observability tools such as Databricks, Kibana, Grafana, or similar technologies.
- Working knowledge of programming, scripting, and web technologies such as Java, C#, JavaScript, PHP, HTML, XML, or similar technologies.
- Ability to prioritize and manage multiple concurrent technical issues and assignments while meeting established timelines.
- Strong analytical, problem-solving, and decision-making skills, with the ability to interpret technical and operational information.
- Strong written and verbal communication skills, including the ability to communicate technical information effectively to both technical and non-technical stakeholders.
- Demonstrated initiative, resourcefulness, and ability to independently research, learn, and investigate unfamiliar technologies and technical issues.
- Strong attention to detail and commitment to delivering high-quality technical support.
- Ability to work collaboratively and contribute positively to team objectives.

What will also help:

- Experience supporting payment technologies, financial services platforms, enterprise applications, or other complex technical environments.
- Experience troubleshooting APIs, system integrations, transaction processing systems, or related technologies.
- Experience participating in continual service improvement, incident management, and problem management activities.

Job Requirements:

- Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
- Primarily a day-shift role, 9:00 AM to 6:00 PM , with occasional schedule adjustments to support collaboration with US-based teams.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.