Consultant, Technical Solutions

Visa
Manila
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Client-first mindset","End-to-end ownership","Stakeholder management","Problem-solving","Communication"]

Serve as the technical escalation owner within a global third-line support team for complex enterprise client issues and high-severity incidents. Own investigations end-to-end, coordinate communications and recovery, and proactively monitor signals to identify trends and systemic risks. Partner with Product, Technology, Operations, Sales, Account Management, and Client Services to resolve root causes. Leverage AI, automation, and observability tools to accelerate resolution and improve the client experience, including on-call coverage as needed.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Visa
Visa
1 week ago

Consultant, Technical Solutions

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the technical escalation owner within a global third-line support team for complex enterprise client issues and high-severity incidents. Own investigations end-to-end, coordinate communications and recovery, and proactively monitor signals to identify trends and systemic risks. Partner with Product, Technology, Operations, Sales, Account Management, and Client Services to resolve root causes. Leverage AI, automation, and observability tools to accelerate resolution and improve the client experience, including on-call coverage as needed.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

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

Key Requirements

  • •5+ years of relevant work experience with a Bachelor’s degree, or 2+ years with an Advanced degree (or PhD per role guidance).
  • •5+ years of experience in technical support, production operations, or Site Reliability, including investigating and resolving complex enterprise issues.
  • •Proven experience serving as a technical escalation point and managing high-priority incidents.
  • •Strong understanding of payments, eCommerce platforms, transaction processing, APIs, and production support environments; hands-on troubleshooting of REST APIs, integrations, and distributed systems.
  • •Experience using observability/monitoring tools such as Splunk and Grafana, plus strong analytical troubleshooting skills and client-facing communication.
Experience:5+ yearsPaymentsE-commerceProduction supportSite reliability
Education:Bachelor's
Skills:Client-first mindsetEnd-to-end ownershipStakeholder managementProblem-solvingCommunication
Tech Stack:REST APIsAPIsIntegrationsDistributed systemsObservabilityMonitoringSplunkGrafanaAIAutomationCloud-native technologies

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