{"id":3817760,"url":"https://alion.io/job/visa-analyst-technical-service-experience","title":"Analyst, Technical Service Experience","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":135,"ghost_share":0.007,"stale_share":0.541,"repost_share":0.044,"time_to_fill_p50_days":34,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"C#","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":false},{"name":"JQuery","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Perl","optional":false},{"name":"PHP","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-05T16:43:19Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T05:58:30Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Us\nVisa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.\nAt Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nPay Transparency\nThe estimated salary range for a new hire into this position is zł129,150 - zł212,175 which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, Pension, Life Insurance, Annual Leave, and Wellness Program.\nJob Description\nOverview:\nThe Technical Service Experience Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics. This position will be responsible for the day-to-day operations of the Technical Service Experience teams in region to ensure all clients are provided with best-in-class technical service and support. They will also analyze and consolidate performance data and statistics. They will support clients directly through incident management, acting as the front line and an SME escalation point for VISA Operations Control Center (VOCC) for RaIS client escalations and incident Management. \nWork streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization.\nIn this role, you are expected to:\nHelp Execute new service strategies set forth by leadership.\nField escalated tickets from Risk & Identity Support teams globally.\nHire, train, and grow team members on the Risk and Identity Solution product offerings.\nIdentify and implement strategies to improve quality of service, productivity, and Customer communication.\nSupport, debug and troubleshoot existing applications and/or database issues.\nClaim and manage highly technical (API related, Developer centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner. \nParticipate in customer troubleshooting escalations and work sessions.\nTroubleshoot product related bugs by reproduction, user testing, log and code analysis.\nProduce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.\nCollecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.\nAnalyze large quantities of data to find trends or patterns of potential issues.\nDesign and develop tools for automation and process improvement in various software languages.\nProvide notifications and offer technical troubleshooting to clients impacted by system wide issues.\nDevelop software user interfaces using internal tools and frameworks.\nSupport, maintain and document software troubleshooting for VRM and VAA.\nExecute and work through Incident Management for priority client inquiries in region. \nResponsible to be a subject matter expert in the following areas including but not limited to:Visa Protect Account to Account\nVRM Rules - expected outcomes, configurations, Rule and VRM UI Troubleshooting\nVisa Consumer Authentication Service (VCAS)\nCardinal Consumer Authentication (CCA)\n\nParticipate in new product pilots to help ensure smooth transition to CS teams.\nManage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides.\nProcessing customer feedback and bug reports.\nEnsure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) - Response, Update, and Resolution SLAs.\nThis job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).\nAdditional Responsibilities:\nExperience in internal/external customer communication.\nWork with software engineering on issues that cannot be resolved to identify a root cause problem.\nOther Duties as assigned by management.\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\nQualifications\nQualifications:\nWe are looking for an individual who brings a breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:\nUniversity degree or equivalent experience.\nExperience in customer support role in software, financial, ecommerce, or information services industry:Experience diagnosing, reporting, tracking, and resolving software issues\nExperience with File Transfer SFTP\nExperience working in a variety of programming languages\nExperience working in a variety of environments - Windows, Linux\nExperience working with data using TSQL\nBasic network troubleshooting experience\nProgramming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP\n\nMust be able to skillfully prioritize and manage concurrent projects and issues.\nDemonstrates sense of urgency and timelines.\nExcellent written and verbal communication skills.\nTakes the initiative to research and learn on their own: Resourcefulness, motivated, self-starter, willing to learn new programs.\nExperience in working with cross-functional/cross-departmental and virtual teams.\nQuality Focused:\nDemonstrates attention to detail listens and requests clarification:\nContributes to building a positive team spirit\nPuts success of team above own interests\nDisplays passion and optimism inspires respect and trust\nFollows policies and procedures\nSupport VISA organizations goals and values\nWhat will also help:\nConsulting experience\nEcommerce industry experience\nUnderstanding of VISA Risk & Identity products and services\nIncident Management experience\nVisa is an EEO Employer\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.\nVisa welcome and encourages application from persons with disabilities. 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