Developer Support Administrator

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Client Services is seeking a technical implementation administrator to support products & services consumed by strategic developer partnerships for Visa Acceptance Solutions platforms.

The role is responsible for the technical administration of internal & external clientele in support of the overall technical service experience of top Technology Partners & Developers that integrate to Visa payment APIs & burgeoning agent-computer interfaces (ACI) across the Acceptance Solutions ecosystem, which in turn serves Acquirers and Merchants whom accept and process digital and customer-present payments.   

This role is recognized as a technical implementation thought leader and authority on payment solutions, with a track record of partner enablement through successful API & ACI integration assistance.  The individual will have a vital role in ensuring partners’ integrations are functioning optimally, by supporting internal development projects as integration solutions are built and documented, as well as prioritizing the backlog of irregular technical API issues.  This is accomplished by thorough internal testing & validations of API & SDK offerings, packaging up of defects & feature requests for Product teams, improving client-facing team workflows, and ensuring a cohesive self-service model that delights external developers.

The analyst will work with the Product Management teams to validate roadmaps and launches, and with client-facing groups across CS, Sales & Marketing to foster these key client relationships with clear communications, whether as knowledge articles, developer guides, chatbot training material or external forum postings.  The individual will play a core role developing AI chatbot & ACI solutions, product trainings for client-facing individuals, and creation of client implementation presentations, as necessary, ensuring the business places external developer needs at the heart of products, operations, and servicing models.

Responsibilities:

• Act as technical point of contact for internal Product teams & client-facing teams, in support of strategic, high value technology partners & developers, addressing technical implementation challenges, including API integration points or related payment questions that may arise

• Assist with reproducing & validating technical escalations until issues have been resolved, as necessary, with tools such as Splunk and Postman

• Oversee and coordinate the internal implementation of client-facing integration solutions, such as APIs & SDKs & ACIs, identifying opportunities & providing written materials that support self-service as well as client-facing teams who support developers

• Offer API integration guidance to internal support teams across multiple products

• Educate partners with better documentation (knowledge articles, developer guides, API Reference, etc) on Authorize.net products and functionalities, and how they contribute to the clients’ business models

• Work with internal development teams on deploying best practices in the payments space, including PCI Compliance & secure transaction processing across all integration solutions

• Define and lead engagement processes around the developer & tech partner personas between Authorize.net resellers, technology partners, resold merchants, and broader Authorize.net teams, as required

• Advocate strongly for resolution of impactful defects, and for feature enhancement requests with cross-functional teams in Product Management and Product Development

• Create and lead product trainings focused on integration solutions to client-facing and Product-focused teams

• Analyze partner business models and categorize appropriately (developers vs. systems integrators vs. e-commerce platform plug-ins, etc)

• Improve Developer Guides and Technical User Documentation, and post to Visa developer forums as necessary, to ensure integration offerings are understood  

• Convey deep integration knowledge of Authorize.net products and developer programs, and the related SDK and API integration points they rely, to various clients of all skillsets

• Partner with channel Sales teams & Sales Engineers across similar knowledge terrain  

• Leverage surveys to understand and identify where Net Promoter Scores (NPS) are lacking for technology partners and strongly advocate & deliver on improvements

• Leverage numerous reports for gathering business intelligence to understand servicing opportunities, via Tableau, Power BI & MS Dynamics

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

Qualifications

Basic Qualifications
•2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

Preferred Qualifications:
•3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
•Proficiency with MS Office (Excel, PowerPoint, Teams, Visio)
•A track record of strong technical support, with in-depth troubleshooting & problem solving focus. 3+ years of experience in a technical or developer support role is strongly preferred
•Comprehensive understanding & background usage of API integration technologies: API formats (JSON, XML, NVP, SOAP, plus REST) & related key management, SDK & sample code repositories & deployment platforms (GitHub, Postman), nascent ACI & MCP Server frameworks, HTTP protocol & TLS certificates
•Strong understanding of software engineering concepts, including IDEs, light coding experience with various programming languages (Java, C#, JavaScript, etc.), markdown & markup usage (HTML, XML) and query language usage (SQL, Splunk SPL)
•3+ years of payment industry experience is strongly preferred
•Ability to articulate complex & technical topics to variable audiences is required
•Risk mitigation methodology experiences are preferred
•Excellent written and verbal communication & presentation skills
•Experience in working with cross-functional, cross-department teams
•Project management methodology experience preferred
•Must have the ability to skillfully prioritize and manage concurrent projects and issues
•A self-starter with strong organization skills in the technical & developer support 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.