Senior Tech Support Engineer - Hybrid (Toronto)

Visa; Bogotá; Hybrid; COP 156,789,000 - 246,383,000; Full time

Job summary

Visa seeks a customer-focused technical support professional to interface with Elite Care and customers globally. You will troubleshoot issues, reproduce defects, and provide prompt responses within SLA while logging defects and collaborating with product teams.

Hybrid role based in Toronto, with in-office days and potential onsite support. Strong English skills, Java/web services experience, and database knowledge are required to deliver effective solutions and customer success.

Qualifications

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years with an Advanced degree or 0 years with a PhD.

Responsibilities

• Interface with Elite Care primary team.
• Interface with customers via telephone, email, Teams sessions, CMS.
• Troubleshoot, reproduce, debug, and diagnose customer issues.
• Log software defects and coordinate with technology and product teams to resolve.
• Provide timely follow ups with customers including recommendations and action plans.
• Create and maintain knowledge base articles for reuse.

Skills

English communication

Problem solving

Analytical skills

Troubleshooting

Java

Web services

Linux/Unix

Databases

Cloud computing

Virtualization/VMs

Customer communication

Education

Bachelor's degree

Advanced degree (Masters/MBA/JD/MD)

Tools

Oracle

DB2

SQL

MySQL

Job description

Visa seeks a customer-focused technical support professional to interface with Elite Care and customers globally. You will troubleshoot issues, reproduce defects, and provide prompt responses within SLA while logging defects and collaborating with product teams.

Hybrid role based in Toronto, with in-office days and potential onsite support. Strong English skills, Java/web services experience, and database knowledge are required to deliver effective solutions and customer success.