Senior Technical Support Analyst

Essential Functions:

• Interface with customers via telephone, email, WebEx or Teams sessions…
• Troubleshoot, reproduce, debug, and diagnose customer issues,
• Provide prompt and accurate responses to customers within our SLA.
• Log software defects using a bug tracking system and work closely with software developers to analyze the defects and is accountable to track them to resolution.
• Proactively provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
• Document action plan and progress in case tracking systems.
• Escalate complex issues to management as per internally established processes and guidelines.
• Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues.
• Acquire the required product knowledge and stay up to date with product updates.
• Build and maintain test environments and tools for troubleshooting and testing.
• Create new internal or external knowledgebase articles/documentation to capture new learnings for reuse. Contribute to the team product knowledgebase.
• Deliver knowledge transfer sessions to customers and/or internal team members.
• Assist customers outside of normal business hours, if required, including weekends and holidays
• Provide onsite support at customer locations (if required)
• Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is documented.
• Reduce/deflect Support Request volume through education and proactive engagement with customers.
• Develop strong relationship with customer and engineering teams.
• Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Requirements

Basic Qualifications

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
• Strong software background, specifically in coding with Java or other language, with experience in web services
• Experience in databases (Oracle, DB2, SQL and MySQL)
• Experience in cloud computing services.
• Experience on Linux/Unix operating systems.
• Experience with application servers, including: JBOSS, Apache Tomcat and WebSphere
• Experience in debugging and troubleshooting Java applications.
• Experience of working on large scale homogeneous or heterogeneous distributed systems with high availability requirements on Virtual Machines and/or physical server clusters

Preferred Qualifications

• 8 years of working experience in technical support or relevant field
• Excellent verbal and written communication skills in English
• Good analytical and troubleshooting skills.
• Ability to speak expertly and communicate clearly with the customers.
• Ability to work well with demanding customers.
• Excellent problem-solving skills.
• Ability to understand urgency and sensitivity of customer cases.