Enterprise Technical Escalation Lead

Visa; Bogotá; Presencial; COP 12.000.000 - 18.000.000; Jornada completa

Descripción de la vacante

Visa is seeking an Elite Care Escalated Support specialist in Bogotá to own complex client issues from investigation to resolution. This role combines technical troubleshooting with a client-first mindset and requires coordinating with Product, Engineering, Operations, and Client Services across regions.

You'll use AI, automation, and analytics tools to speed investigations, monitor trends, and drive continuous improvement, while supporting after-hours as needed.

Formación

• Bachelor's degree or higher with relevant technical experience.
• Experience investigating and resolving complex enterprise issues.
• Strong client-facing communication skills and ownership mindset.

Responsabilidades

• Own complex client issues from investigation through resolution.
• Deliver proactive, clear communication and timely updates.
• Coordinate across Product, Engineering, Operations, and Client Services.
• Utilize AI, automation, and analytics to accelerate investigations.
• Lead high-severity incidents and manage stakeholder expectations.
• Collaborate globally to ensure continuous client support.

Conocimientos

REST APIs

Distributed systems

Incident management

Client-facing communication

AI automation tools

Observability tools

Educación

Bachelor's Degree or higher

Herramientas

Splunk

Grafana

Cloud-native tech

Descripción del empleo

Visa is seeking an Elite Care Escalated Support specialist in Bogotá to own complex client issues from investigation to resolution. This role combines technical troubleshooting with a client-first mindset and requires coordinating with Product, Engineering, Operations, and Client Services across regions.

You'll use AI, automation, and analytics tools to speed investigations, monitor trends, and drive continuous improvement, while supporting after-hours as needed.