Visa

1 month ago

SW Engineer, Service Desk Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Provide first-level response for service-related alarms and incidents, monitoring real-time platform alerts and responding to tickets with clear, professional updates. Follow runbooks to troubleshoot, analyze logs, and run basic queries using Grafana/monitoring tools to validate and assess impact. Escalate issues with detailed incident reports, proactively identify potential problems, and participate in an on-call rotation to deliver 24/7 support coverage.

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Monitor and act on incidents and alarms from the platform in real time.
•Respond to incident tickets with clear, professional communication and follow service runbooks to troubleshoot.
•Analyze system logs and perform queries to validate incidents and determine impact.
•Escalate issues to appropriate teams with detailed incident reports when needed.
•Participate in scheduled on-call rotations to provide 24/7 support coverage.

Key Requirements

•Bachelor's degree, or 3+ years of relevant work experience.
•1–2 years of experience handling incidents and alarms in a Service Desk/Help Desk environment.
•Experience with ticketing tools such as ServiceNow, Jira, or Zendesk, including understanding priorities/severity and SLAs.
•Ability to write and run basic SQL for incident-related data (SELECT, WHERE, JOIN, ORDER BY, LIMIT).
•Willingness to participate in on-call rotations and work shifts (nights/weekends/holidays).

Experience:Service deskTechnical supportIncident response

Education:Bachelor's

Skills:CommunicationTechnical troubleshootingDocumentationCollaborationAbility to work under pressure

Languages:English

Tech Stack:GrafanaServiceNowJiraZendeskSQLAWSAzureGCPCurlTailGrepITIL

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: 3.8

Website LinkedIn Glassdoor

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Visa

1 month ago

SW Engineer, Service Desk Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Monitor and act on incidents and alarms from the platform in real time.
•Respond to incident tickets with clear, professional communication and follow service runbooks to troubleshoot.
•Analyze system logs and perform queries to validate incidents and determine impact.
•Escalate issues to appropriate teams with detailed incident reports when needed.
•Participate in scheduled on-call rotations to provide 24/7 support coverage.

Key Requirements

•Bachelor's degree, or 3+ years of relevant work experience.
•1–2 years of experience handling incidents and alarms in a Service Desk/Help Desk environment.
•Experience with ticketing tools such as ServiceNow, Jira, or Zendesk, including understanding priorities/severity and SLAs.
•Ability to write and run basic SQL for incident-related data (SELECT, WHERE, JOIN, ORDER BY, LIMIT).
•Willingness to participate in on-call rotations and work shifts (nights/weekends/holidays).

Experience:Service deskTechnical supportIncident response

Education:Bachelor's

Skills:CommunicationTechnical troubleshootingDocumentationCollaborationAbility to work under pressure

Languages:English

Tech Stack:GrafanaServiceNowJiraZendeskSQLAWSAzureGCPCurlTailGrepITIL

Company Brief

Visa

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: 3.8

Website LinkedIn Glassdoor