{"id":2555470,"url":"https://alion.io/job/visa-sr-tech-support-analyst","title":"Sr. Tech Support Analyst","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":175,"ghost_share":0,"stale_share":0.583,"repost_share":0.023,"time_to_fill_p50_days":23,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":145000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Db2","optional":true},{"name":"Java","optional":true},{"name":"Linux","optional":true},{"name":"MySQL","optional":true},{"name":"SQL","optional":true},{"name":"Unix","optional":true}],"status":"live","first_seen_at":"2026-10-14T19:04:59Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-16T02:47:16Z","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.\nJob Description\nInterface with Elite Care primary team.\nInterface with customers via telephone, email, Teams sessions, CMS…\nTroubleshoot, reproduce, debug, and diagnose customer issues,\nProvide prompt and accurate responses to customers within our SLA.\nLog software defects using a bug tracking system and work closely with technology and product teams to analyze the defects and is accountable to track them to resolution.\nProactively provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans\nDocument action plan and progress in case tracking systems.\nEscalate complex issues to management as per internally established processes and guidelines.\nLeverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues.\nAcquire the required product knowledge and stay up to date with product updates.\nBuild and maintain test environments and tools for troubleshooting and testing.\nCreate new internal or external knowledgebase articles/documentation to capture new learnings for reuse. Contribute to the team product knowledgebase.\nAssist customers outside of normal business hours, if required, including weekends and holidays\nProvide onsite support at customer locations (if required)\nDeliver knowledge transfer sessions to customers and/or internal team members.\nReduce/deflect Support Request volume through education and proactive engagement with customers.\nDevelop strong relationship with customer and technology teams.\nConduct weekly, semimonthly, or monthly meetings with Primary Elite care team and customers for case reviews to identify issue trends and opportunities for corrective actions.\nThis is a hybrid position to be located in our Toronto, Canada office location. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.\nVisa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.\nThis is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.\n\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.Qualifications\n5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.\nPreferred Qualifications:\n6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.\n8 years of working experience in technical support or relevant field\nExcellent verbal and written communication skills in English\nGood analytical and troubleshooting skills.\nExcellent problem-solving skills.\nStrong software background, specifically in coding with Java or other languages, with experience in web services\nExperience in databases (Oracle, DB2, SQL and MySQL)\nExperience in cloud computing services.\nExperience on Linux/Unix operating systems.\nExperience in debugging and troubleshooting Web Service based solutions.\nExperience of working on large scale homogeneous or heterogeneous distributed systems with high availability requirements on Virtual Machines and/or physical server clusters\nAbility to speak expertly and communicate clearly with the customers.\nAbility to work well with demanding customers.\nAbility to understand urgency and sensitivity of customer cases.\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.","description_format":"text","description_chars":4860,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-14T19:04:59Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/visa-sr-tech-support-analyst","json_url":"https://alion.io/job/visa-sr-tech-support-analyst.json","meta":{"generated_at":"2026-10-16T06:44:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4558,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":83},"rest":"https://alion.io/mcp/rest/get_company?id=83"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisa-sr-tech-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvisa-sr-tech-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvisa-sr-tech-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/visa-sr-tech-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisa-sr-tech-support-analyst"}]}