Senior Technical Escalation Lead — Enterprise Solutions

Visa; Bogotá; Hybride; COP 70 000 000 - 130 000 000; Plein temps

Résumé du poste

Visa is seeking an Elite Care Escalated Support professional to serve as the technical escalation owner for enterprise clients. This role demands end-to-end issue ownership, proactive communication, and collaboration with Product, Engineering, Operations, Sales, and Support teams across regions.

The ideal candidate combines strong technical acumen with a client‑first mindset, uses AI and automation to accelerate investigations, and ensures service continuity while balancing risk and client

Qualifications

• Five+ years in relevant work, or 2+ years with an advanced degree.
• Experience in technical support for enterprise clients.
• Proven escalation and incident management experience.

Responsabilités

• Serve as a technical escalation owner for complex client issues, maintaining end‑to‑end accountability from investigation through resolution.
• Deliver exceptional client experiences through proactive communication, timely updates, and a solutions‑oriented approach.
• Lead and coordinate high‑severity incidents with internal/external stakeholders to restore service.

Connaissances

Escalation ownership

API troubleshooting

AI automation

Incident management

Client communication

Cross-functional collaboration

Formation

Bachelor’s Degree

Advanced degree preferred

Outils

Splunk

Grafana

REST APIs

Description du poste

Visa is seeking an Elite Care Escalated Support professional to serve as the technical escalation owner for enterprise clients. This role demands end-to-end issue ownership, proactive communication, and collaboration with Product, Engineering, Operations, Sales, and Support teams across regions.

The ideal candidate combines strong technical acumen with a client‑first mindset, uses AI and automation to accelerate investigations, and ensures service continuity while balancing risk and client