Consultant, Technical Solutions

Visa
Bogotá
Workplace: HybridFull timeFunction: IT Support & HelpdeskExperience: 5+ yearsEducation: bachelorsSkills: ["Client-first mindset","End-to-end ownership","Troubleshooting","Analytical problem-solving","Stakeholder communication"]

Serve as a technical escalation owner in Visa’s Elite Care Escalated Support (ECES), taking end-to-end responsibility for investigating and resolving complex enterprise client issues and high-severity incidents. Provide proactive client communications, coordinate cross-functional response across Product, Engineering, Operations, Sales, Account Management, and Support, and use approved AI/automation and observability tools to speed investigations, identify trends, and improve operational efficiency. Support after-hours/on-call coverage as needed.

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FursaFursa
Visa
Visa
1 week ago

Consultant, Technical Solutions

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Last checked: 4 hours agoStatus: Live

Job Summary

Serve as a technical escalation owner in Visa’s Elite Care Escalated Support (ECES), taking end-to-end responsibility for investigating and resolving complex enterprise client issues and high-severity incidents. Provide proactive client communications, coordinate cross-functional response across Product, Engineering, Operations, Sales, Account Management, and Support, and use approved AI/automation and observability tools to speed investigations, identify trends, and improve operational efficiency. Support after-hours/on-call coverage as needed.
Location: Bogotá
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Act as a technical escalation owner for complex client issues with end-to-end accountability from investigation through resolution.
  • •Provide exceptional client experiences via proactive communication, timely updates, and solutions-oriented responses.
  • •Partner across Product, Engineering, Operations, Sales, Account Management, and Support to drive rapid resolution of client-impacting issues.
  • •Lead and coordinate high-severity incidents, including internal/external communications, stakeholder management, and recovery efforts.
  • •Use approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency; support on-call coverage as required.

Key Requirements

  • •5+ years of relevant work experience with a Bachelor’s degree, or 2+ years with an advanced degree (e.g., Masters, MBA, JD, MD) (or 0 years with a PhD).
  • •Proven experience investigating and resolving complex technical issues for enterprise clients, including serving as a technical escalation point.
  • •Strong understanding of payments, eCommerce platforms, transaction processing, APIs, and production support environments.
  • •Hands-on troubleshooting of REST APIs, integrations, and distributed systems, with experience using observability/monitoring tools such as Splunk or Grafana.
  • •Proven ability to manage multiple priorities, work independently, and lead incident response for highly available client-facing platforms.
Experience:5+ yearsPaymentsE-commerceEnterprise supportProduction operationsSite Reliability Engineering (SRE)
Education:Bachelor's
Skills:Client-first mindsetEnd-to-end ownershipTroubleshootingAnalytical problem-solvingStakeholder communication
Tech Stack:REST APIsAPIsSplunkGrafanaObservabilityMonitoringAIAutomation

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor