Senior Technical Escalation Lead, Enterprise Support
PowerToFly
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Résumé du poste
Visa is seeking an Elite Care Escalated Support professional to act as a technical escalation owner for enterprise clients, driving rapid resolution and delivering exceptional client experiences. The role collaborates across Product, Engineering, Operations, Sales, and Support to resolve complex issues and improve service continuity.
Key responsibilities include leading high-severity incidents, leveraging AI and automation tools, and providing technical consultations and service reviews to
Qualifications
- 5+ years of relevant work experience with a Bachelor's Degree or 2+ years with an Advanced degree or 0 years with a PhD
- Experience in technical support, production operations, SRE or related disciplines
- Experience resolving complex issues for enterprise clients
Responsabilités
- Serve as a technical escalation owner for complex client issues with end-to-end accountability
- Lead high-severity incidents and coordinate communications
- Collaborate across Product, Engineering, Operations, Sales, Account Management and Support to drive rapid resolution
- Use AI, automation, and analytics tools to accelerate investigations and identify trends
- Monitor signals to identify risks and opportunities for improvement
- Provide technical consultations and service reviews to enterprise clients
Connaissances
Formation
Outils
Description du poste
Visa is seeking an Elite Care Escalated Support professional to act as a technical escalation owner for enterprise clients, driving rapid resolution and delivering exceptional client experiences. The role collaborates across Product, Engineering, Operations, Sales, and Support to resolve complex issues and improve service continuity.
Key responsibilities include leading high-severity incidents, leveraging AI and automation tools, and providing technical consultations and service reviews to
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