Visa Technical Support Engineer in Austin, Texas

The CyberSource Associate Technical Support Analyst (Technical Support Engineer) will be part of our World Class Customer Support Team and will be responsible for supporting the business and technical needs of our growing merchant base.

The role involves significant interaction (phone and e-ticketing) with our customers and our internal engineering team. Technical Support Engineer’s must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques. This position entails assisting merchants with their payment gateway accounts, merchant acquiring accounts and mobile payment solutions.

The person must be a team player with the ability to deliver results in a fast paced and ever changing environment with excellent communication and time management skills.

This position is located in Austin, TX, and requires availability for overnight weekday, weekend, and holiday work shifts.

Position Details:

  • Competitive starting hourly wage with an Annual Performance and Compensation Review

  • Paid Training

  • Medical, Dental, Vision insurance (No waiting period)

  • 401(k) Plan, including company match program

  • Education Assistance, Adoption Assistance, and Commuter Assistance


  • Provide World Class Merchant Support and Service to our customer base via inbound phone calls, e-mail, and eTickets

  • Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations

  • Create, edit, and manage merchant cases using an internal ticketing system (Siebel)

  • Evaluate the nature of each call and determine the appropriate action to resolve the issue

  • Adhere to established CSS procedures and guidelines while providing quality customer service in order to meet and exceed department standards

  • 3 years of customer service experience

  • 2 years of Technical Helpdesk/Call Center experience highly preferred

  • Exceptional attitude and communication skills (verbal and written)

  • Bachelor Degree is strongly preferred

  • Knowledge of multiple programming/scripting languages. (Java, C/C , Perl, PHP, etc.)

  • Knowledge of Network protocols, infrastructure, and topologies

  • Well organized and detail-oriented

  • Must have strong troubleshooting skills, a passion for problem solving

  • Ability to multi-task, continually re-prioritize cases and work under pressure

  • Prior knowledge of online payment processing and/or banking industry is a plus

About Visa

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is /the best way to pay and be paid, for everyone everywhere/. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

/“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”/

Job: *Technical Support

Organization: *CyberSource

Title: Technical Support Engineer

Location: TX-Austin

Requisition ID: 163887