Technical Support, Analyst

Job Description

What's it all about?

Technical Support is the face of the system to the internal business users. You will need to understand the workflows for both customers and back office users and timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings are addressed. This role will report into the Technical Support lead.

What we expect of you, day to day:

• Reply promptly to issues, questions and requests raised ensuring SLAs are met

• Take the responsibility of owning Incidents and leading them through to completion, following the Incident Management process

• Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end-support

• Proactively contribute to monitoring and alerting solutions

• Locate and investigate bugs, alerts and other issues as they are raised

• Suggest system improvements to reduce the need for manual intervention

• Help maintain a backlog of solutions to problems, collaborating with product teams

• Write and update system and process documentation

• Where vital, build SQL update statements to be issued as change requests

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

What were after…

This position would suit someone who is experienced in a second line support role and has experience with incident management. Being able to confidently speak with different teams and knowledge sets would aid you in this position



All applicants should:

• Be able to work independently and efficiently
• Possess excellent knowledge of SQL, monitoring tools like Datadog, and experience using support platforms such as Zendesk
• Have an understanding of infrastructure and DevOps concepts
• Demonstrate strong team working skills, the ability to handle their workload, and pay meticulous attention to detail
• Be level-headed, showcasing outstanding organisation and prioritisation abilities
• Exhibit superb interpersonal skills, both written and verbal
• Be eager to learn new skills and processes
• Find solutions to emerging problems
• Have a curiosity about the payments, financial services, technology, or FX industry

Additional Information

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.