What an Advanced Technical Solutions, Consultant does at Visa:
The Advanced Technical Solutions Consultant will analyze and consolidate performance data and statistics. The individual will support the customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to Visa goals and initiatives. The role will manage escalations from other work groups within the CS Organization, relating to the Risk and Identity Solution product offerings, as well as maintain and follow processes involving departments outside of the CS Group.
Work streams covered by this role are scheduled, proactive and reactive in nature, making this one of the most varied, flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the individual will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of Customer Support for Risk and Identity Solutions.
In this role, you are expected to:
Field escalated tickets from VCAS and CCA (Authentication Solutions) support teams globally.
Support, debug and troubleshoot existing applications and database issues.
Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.
Participate in customer troubleshooting escalations and work sessions.
Troubleshoot product related bugs by reproduction, user testing, log and code analysis.
Produce and maintain reports (mainly SQL and MS Excel) to support data and KPI requirements.
Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.
Analyze large quantities of data to find trends or patterns of potential issues.
Design and develop tools for automation and process improvement in various software languages.
Provide notifications and offer technical troubleshooting to clients impacted by system wide issues.
Develop software user interfaces using internal tools and frameworks.
Support, maintain and document software Troubleshooting for VRM and VAA
Execute and work through Incident Management for priority client inquiries in region.
Responsible to be a subject matter expert in the following areas including but not limited to:
Cardinal Consumer Authentication (CCA)
Visa Consumer Authentication Solutions(VCAS)
Processing customer feedback and bug reports
Ensure tickets are responded to and in accordance with customer-defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams include Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).
Additional Responsibilities:
Experience in internal and external customer communication
Work with software engineering on issues that cannot be resolved to identify a root cause problem.
Off hours on-call availability when required
Other duties as assigned by management.
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.
