Technical Support Analyst

Visa; Cardiff; On-site; GBP 35,000 - 50,000; Full time

Job summary

A global payments technology leader is seeking a Technical Support professional to ensure smooth operations for internal users. You will manage incidents, collaborate with teams, and implement system improvements. The ideal candidate has second line support experience and excellent SQL knowledge. This hybrid role allows flexibility in work location.

Qualifications

• Experience in a second line support role.
• Knowledge of infrastructure and DevOps concepts.
• Ability to work independently and efficiently.

Responsibilities

• Reply promptly to issues, ensuring SLAs are met.
• Own and manage incidents through to completion.
• Collaborate closely with Customer Operations and Development teams.

Skills

SQL

Monitoring Tools (e.g., Datadog)

Support Platforms (e.g., Zendesk)

Team Working Skills

Interpersonal Skills

Job description

Technical Support is the face of the system to the internal business users. You will need to understand the workflows for both customers and back office users and timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings are addressed. This role will report into the Technical Support lead. What we expect of you, day to day:

• Reply promptly to issues, questions and requests raised ensuring SLAs are met
• Take the responsibility of owning Incidents and leading them through to completion, following the Incident Management process
• Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end-support
• Proactively contribute to monitoring and alerting solutions
• Locate and investigate bugs, alerts and other issues as they are raised
• Suggest system improvements to reduce the need for manual intervention
• Help maintain a backlog of solutions to problems, collaborating with product teams
• Write and update system and process documentation
• Where vital, build SQL update statements to be issued as change requests

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

This position would suit someone who is experienced in a second line support role and has experience with incident management. Being able to confidently speak with different teams and knowledge sets would aid you in this position.

Qualifications

• Be able to work independently and efficiently
• Possess excellent knowledge of SQL, monitoring tools like Datadog, and experience using support platforms such as Zendesk
• Have an understanding of infrastructure and DevOps concepts
• Demonstrate strong team working skills, the ability to handle their workload, and pay meticulous attention to detail
• Be level-headed, showcasing outstanding organisation and prioritisation abilities
• Exhibit superb interpersonal skills, both written and verbal
• Be eager to learn new skills and processes
• Find solutions to emerging problems
• Have a curiosity about the payments, financial services, technology, or FX industry

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.