Senior Technical Escalation Lead, Enterprise Support

Visa; Pasay; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Visa is seeking an Elite Care Escalated Support (ECES) professional to own complex client issues from investigation to resolution. You will leverage AI tools and automation to accelerate investigations, while coordinating with Product, Engineering, Operations, and Sales to achieve rapid, high-quality outcomes.

The role emphasizes strong client-facing communication, adherence to security governance, and proactive incident management across time zones.

Qualifications

• 5+ years of relevant work experience with a Bachelor's Degree or 2+ years with an Advanced Degree or 0 years of work experience with a PhD.
• Preferred: 6+ years in technical support, production operations, Site Reliability.
• Proven experience investigating and resolving complex technical issues for enterprise clients.

Responsibilities

• 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.
• Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues.
• Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
• Lead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts.
• Support enterprise clients through technical consultations, escalations, and service reviews.
• Monitor operational signals and support trends to proactively identify risks, recurring issues, and opportunities for continuous improvement.

Skills

Technical support

APIs & integrations

Incident management

Communication skills

AI & automation

Education

Bachelor's degree

Advanced degree

PhD

Tools

Splunk

Grafana

Job description

Visa is seeking an Elite Care Escalated Support (ECES) professional to own complex client issues from investigation to resolution. You will leverage AI tools and automation to accelerate investigations, while coordinating with Product, Engineering, Operations, and Sales to achieve rapid, high-quality outcomes.

The role emphasizes strong client-facing communication, adherence to security governance, and proactive incident management across time zones.