Sr. Consultant Technical Solutions
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
The Senior Consultant, Technical Solutions will report directly to the Director, Enterprise Support and should be considered a go-to resource for Enterprise CS within region. This role has no team lead responsibilities. This is a technical management position, not sales management.
The Senior Consultant, Technical Account Manager will lead the design, implementation and configuration of CyberSource solutions to merchants and acquirers.
This position will have responsibility to cover enterprise clients and will include interacting directly with new & existing customers, business& technology partners and multi-functional Visa & CyberSource internal stakeholders.
Main Responsibilities:
- Serve as a senior technical point of contact for a portfolio of strategic enterprise clients, providing high‑touch, concierge‑level technical support
- Maintain a high level of availability and responsiveness for assigned accounts, during after‑hours and weekend assigned working hours as required by client needs and operational expectations
- During off‑hours support coverage, be available to join client escalation or incident response calls within defined service‑level objectives (SLOs), acting as a technical escalation owner and coordinator through resolution
- Act as a technical escalation owner for high‑severity issues, maintaining end‑to‑end ownership of investigation, coordination, communication, and resolution, including timely updates to internal and client stakeholders
- Execute team and organizational initiatives assigned by leadership in an autonomous manner, demonstrating the ability to progress work with limited real‑time guidance and to adjust course as additional information becomes available
- Exercise sound technical and operational judgment in situations where information may be incomplete, balancing risk, client impact, and speed of resolution while partnering appropriately with internal stakeholders
- Maintain a deep and current understanding of assigned clients’ technical integrations, including architecture, integration methods, active and upcoming projects, known risks, dependencies, and historical issues
- Engage assigned accounts on a regular cadence (at least monthly) to ensure support needs are being met and no critical issues remain unresolved
- Perform high‑level transaction and performance reviews for top‑volume accounts on a recurring basis to identify trends, risks, and optimization opportunities
- Proactively notify clients of platform releases, code changes, or functional updates, including communicating potential technical or operational impacts
- Deliver account‑specific technical training or retraining to ensure familiarity with new or updated services and recommended best practices
- Monitor support traffic and operational signals to identify areas requiring proactive intervention or follow‑up
- Maintain a strong, collaborative approach with Sales, Account, Product, and Support teams, surfacing technical risks, issues, and opportunities in a timely and constructive manner
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Basic Qualifications:
- 8 or more years of work experience with a Bachelor’s Degree, or at least 5 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 2 years of work experience with a PhD
- Direct involvement in investigation and resolution of complex technical issues
- Demonstrated experience serving as a technical escalation point for internal teams and enterprise clients
- Strong understanding of the payments and eCommerce ecosystem, including transaction lifecycles, authorization flows, failure scenarios, fraud/risk touchpoints, and downstream impacts
- Hands‑on experience troubleshooting REST‑based APIs in production environments, including request/response analysis, authentication, error handling, latency, retry, and idempotency behavior
- Intermediate‑level knowledge of one or more programming or scripting languages (e.g., Java, C/C++, Perl, PHP, or similar), sufficient to support troubleshooting, investigation, and technical discussions
- Strong troubleshooting and debugging skills, with a structured and analytical approach to problem solving
- Proven ability to operate independently and with a high degree of autonomy, exercising sound technical judgment in ambiguous or time‑sensitive situations
- Experience working as part of a global support or delivery organization, collaborating across regions and time zones
- Ability and willingness to support non‑traditional work hours, including evenings, nights, and weekends, based on client and operational needs
- Demonstrated experience using observability and monitoring tools to investigate production issues and system behavior, including:
- Splunk for log analysis, transaction tracing, and investigative analysis
- Grafana (or similar platforms) for monitoring system health, performance metrics, and trends
- Ability to write, refine, and interpret complex queries (e.g., Splunk SPL or similar query languages) to:
- Correlate events across distributed systems
- Perform transaction‑level and time‑bounded analysis
- Identify patterns related to failures, latency, or reliability risks
- Familiarity with customer support tools, workflows, and escalation processes, with the ability to effectively navigate and influence resolution paths
- Experience using approved AI and automation tools to support data analysis, troubleshooting, and operational decision‑making, while adhering to Visa’s data security, privacy, and governance standards.
- Strong analytical and organizational skills, with the ability to manage multiple concurrent issues and continually re‑prioritize under pressure
- Strong customer‑facing experience, with a demonstrated track record of exceeding customer expectations in high‑impact environments
- Experience delivering technical presentations, briefings, or reviews to client audiences, including explaining complex concepts clearly and confidently
- Experience working closely with Sales, Account Management, and commercial teams to support client objectives, identify risks, and surface technical considerations related to new business or expansions
- Proven ability to collaborate effectively across technical, service delivery, support, product, and commercial teams
- Exceptional verbal and written communication skills, suitable for both technical and executive audiences
- Strong team orientation with the ability to collaborate effectively at all organizational levels
Preferred Qualifications:
- 9 or more years of work experience with a Bachelor’s Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 3 years of work experience with a PhD
- Experience aligned with Site Reliability Engineering (SRE) or production operations practices, such as:
- Incident response leadership or coordination
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.
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