Support Engineer

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.

At Featurespace, now part of Visa, we strive to be the world's best software company at protecting our clients and their customers from fraud attacks. We do that with personality, heart and professionalism, cultivating an innovative, fun and positive team atmosphere where everybody can contribute to solving our clients' problems in new, innovative ways. We are always seeking to be the best at what we do and make our customers smile. 

We are seeking a Support Engineer to join our Americas Support Team. This is a highly technical customer-facing position that goes beyond what is typically expected in an entry-level support role. You will work directly with enterprise clients, diagnosing complex issues in live fraud detection environments, and partnering closely with engineering to deliver effective solutions. 

You will provide support for multiple Featurespace products, including ARIC, deployed across both cloud and on-premises infrastructures. Your work will help ensure mission-critical systems remain reliable, high-performing, and secure, protecting millions of payment transactions from fraud every day. 

Starting on a fast-track learning program, you will quickly develop your knowledge and skills in all areas of our products to facilitate getting involved with supporting customer deployments after installation, technical diagnosis of issues, helping to shape processes and building tools to speed up our internal work. 

You will be part of the team who is responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. 

You will act as the single point of contact for our post-deployment customers, engineers and QA to achieve positive and creative outcomes to their support requests.   

Responsibilities:

• We hire people with a willingness to adapt to a variable role, so along with the key responsibilities below, we ask for ownership of any other duties as required. 
• Act as a primary technical contact for customers in the Americas after deployment. 
• Manage inbound support requests via calls, tickets, and email, ensuring timely acknowledgment and clear communication. 
• Provide professional updates on case progress and resolution timelines. 
• Diagnose application, database, and infrastructure issues with precision. 
• Investigate and resolve Linux-based system problems using shell tools and scripts. 
• Analyse logs, configurations, and data flows to identify root causes. 
• Work with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion. 
• Maintain suitable deployment-specific support documentation.  
• Deliver quality by planning and being organized. 
• Work on projects as required 

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. ​

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree
• Proficiency in Linux, including command line tools, shell scripting, and log analysis.
• Familiarity with cloud platforms such as AWS or Azure.
• Experience working in a customer-facing role, technical or non-technical.
• Fluent in English and Spanish, both written and verbal.
• Strong problem-solving skills and ability to work under pressure in production environments.

Preferred Qualifications:

• 2 or more years of work experience
• A Degree in a scientific or numerate discipline, e.g. Computer Science, Physics, Mathematics, Engineering.
• Experience with SQL/NoSQL databases.
• Performance testing and understanding of networking concepts.
• Ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical software architects to non-technical business owners.
• An understanding of source control, database architecture and some level of programming (Java or Python preferred)

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 66,600.00 to 94,150.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.