Sr Tech Support Engineer
Posted on: January 25, 2023
--- Working directly with our customers, provides timely responses
and resolutions to Tier 1 customer support requests, ultimately
resulting in high customer satisfaction
--- Performs diagnosis using documented procedures, troubleshooting
techniques and approved tools to solve Tier 1 technical issues
--- Ensures that all support activity is logged with complete
information into the ticketing tool and assigned with appropriate
category and priority
--- Contribute quality content to our support knowledgebase
--- Collaborate with internal teams to provide tailored support
--- Lead and help the team and collaborate with key partners in the
--- Ability to communicate ideas and plans clearly and build
support for them.
--- Makes moderate adjustments and proposes minor improvements to
processes, systems, or products; innovates
--- Ability to hold oneself accountable for outcomes that are
broader than one's individual deliverables.
--- Technical degree or equivalent experience
--- 5+ years of technical customer support experience, working
directly with external customers
--- Knack for troubleshooting and debugging complex technical
issues at all levels of an application stack
--- 5+ years of experience in system administration or
systems/applications support (Windows, Linux)
--- Ability to communicate technical problems and issues succinctly
--- In-depth knowledge of network protocols and standards (e.g.
TCP, LDAP, DNS, SSH)
--- Exceptional analytical & customer service skills
---Knowledge and experience of cloud-native services
--- Knowledge of database, application, and web server systems
support (e.g. MySQL, Apache, etc).
--- Experience and knowledge of administering Linux based systems
and bash scripting
--- Performance monitoring
Spanish intermediate/ conversational
Software and Programs:
Jira, Dynamics, Office licensing, GCP accounts, AWS accounts,
Active Directory, Antivirus, SolarWinds, Slack, Nagios.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire
into this position is 78,700 to 100,300 USD, which may include
potential sales incentive payments (if applicable). Salary may vary
depending on job-related factors which may include knowledge,
skills, experience, and location. In addition, this position may be
eligible for bonus and equity. Visa has a comprehensive benefits
package for which this position may be eligible that includes
Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid
Time Off, and Wellness Program.
Visa has adopted a COVID-19 vaccination policy to safeguard the
health and well-being of our employees and visitors. As a condition
of employment, all employees based in the U.S. are required to be
fully vaccinated for COVID-19, unless a reasonable accommodation is
approved or as otherwise required by law.
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel5-10% of the
Mental/Physical Requirements: This position will be performed in an
office setting. The 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
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.
Visa will consider for employment qualified applicants with
criminal histories in a manner consistent with applicable local
law, including the requirements of Article 49 of the San Francisco
Keywords: Visa, Miami , Sr Tech Support Engineer, Engineering , Miami, Florida
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