Senior Technical Escalation Engineer - Enterprise Support

PowerToFly; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Visa, a global payments leader, seeks an Elite Care Escalated Support specialist to own complex client issues from investigation through resolution. You will collaborate with Product, Engineering, Operations, and Client Services to deliver rapid, high-quality outcomes in a multi-region environment.

The role emphasizes proactive communication, leverage of AI and automation, incident leadership, and continuous improvement, with after-hours on-call coverage as needed.

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.
• Strong client-facing communication skills and ability to influence stakeholders.
• Hands-on experience troubleshooting REST APIs in production environments.
• Experience leading high-priority incident responses for enterprise clients.

Responsibilities

• Serve as a technical escalation owner for complex client issues from investigation to resolution.
• Deliver proactive, transparent updates to clients and internal stakeholders.
• Coordinate across Product, Engineering, Operations, and Sales to resolve incidents quickly.
• Utilize AI, automation, and analytics tools to accelerate investigations and improve efficiency.
• Lead high-severity incidents, including communications and recovery efforts.

Skills

Client-facing communication

Incident management

REST API troubleshooting

AI/automation usage

Education

Bachelor's degree or higher

Tools

Splunk

Grafana

APIs monitoring tools

Job description

Visa, a global payments leader, seeks an Elite Care Escalated Support specialist to own complex client issues from investigation through resolution. You will collaborate with Product, Engineering, Operations, and Client Services to deliver rapid, high-quality outcomes in a multi-region environment.

The role emphasizes proactive communication, leverage of AI and automation, incident leadership, and continuous improvement, with after-hours on-call coverage as needed.