About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.
Job Description Elite Care Escalated Support (ECES) is the global third-line support function within Acceptance Solutions, providing expert technical support for complex client issues and critical service incidents. This role serves as a trusted advisor and escalation owner for enterprise clients, driving rapid resolution, improving the client experience, and partnering across Visa to deliver seamless outcomes.
The ideal candidate combines strong technical expertise with a client-first mindset, takes end-to-end ownership of issues, leverages AI and automation tools to improve efficiency, and collaborates effectively across Product, Technology, Operations, and Client Services teams to identify and resolve root causes.
Key Responsibilities:
- Serve as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution.
- Deliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach.
- Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues.
- Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
- Lead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts.
- Support enterprise clients through technical consultations, escalations, and service reviews.
- Monitor operational signals and support trends to proactively identify risks, recurring issues, and opportunities for continuous improvement.
- Collaborate globally across regions and time zones to ensure uninterrupted client support and service continuity.
- Exercise sound judgment in ambiguous or high-pressure situations, balancing client impact, business priorities, and operational risk.
- Contribute to knowledge sharing, process optimization, and training initiatives that improve team effectiveness and client outcomes.
- Participate in after-hours, weekend, and on-call support coverage as required.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications Basic Qualifications:
- 5 or more 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
Preferred Qualifications:
- 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- 5+ years of experience with a Bachelor's degree or 2+ years with an Advanced degree.
- 6+ years of experience in technical support, production operations, Site Reliability Engineering (SRE), or related disciplines.
- Proven experience investigating and resolving complex technical issues for enterprise clients.
- Demonstrated success serving as a technical escalation point and managing high priority incidents.
- Strong understanding of payments, eCommerce platforms, transaction processing, APIs, and production support environments.
- Hands-on experience troubleshooting REST APIs, integrations, and distributed systems.
- Experience leveraging observability and monitoring tools such as Splunk, Grafana, or similar platforms.
- Strong analytical, troubleshooting, and problem-solving skills with the ability to manage multiple priorities.
- Proven ability to work independently, take ownership, and drive outcomes with minimal oversight.
- Experience collaborating across technical and non-technical organizations to achieve shared goals.
- Strong client-facing communication skills with the ability to influence, build trust, and explain complex concepts clearly.
- Experience utilizing AI and automation tools to improve productivity, accelerate investigations, and enhance decision-making while adhering to Visa's security and governance requirements.
- Ability to support non-traditional work schedules based on business and client needs.
- Experience leading or coordinating incident response for highly available, client facing platforms.
- Knowledge of cloud-native technologies, observability practices, automation, and operational excellence frameworks.
- Demonstrated ability to identify systemic issues, influence cross-functional
- stakeholders, and drive long-term service improvements.
- The successful candidate will:
- Put the client at the center of every decision.
- Take ownership and drive accountability from issue identification through resolution.
- Embrace AI and automation to improve efficiency and reduce client effort.
- Build strong partnerships across Visa to accelerate outcomes.
- Communicate with confidence across technical, operational, and executive audiences.
- Continuously seek opportunities to improve service quality, operational performance, and the client experience
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.
