Sr Tech Support Engineer

Company: Visa
Location: Miami
Posted on: January 25, 2023

Job Description:

Job Description

Responsibilities:

--- 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 solutions

--- Lead and help the team and collaborate with key partners in the company

--- 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.

Qualifications

--- 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 and clearly
--- 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

Preferred Qualifications:

--- 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

Languages:

Fluent English

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.

Additional Information

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 time.

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 computers.

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 Police Code.

Keywords: Visa, Miami , Sr Tech Support Engineer, Engineering , Miami, Florida