# Elite Care Escalated Support (ECES)

**Company**: Visa
**Location**: Bogota, CO
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Consultant--Technical-Solutions_REF087751W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_71fb1b3f-cf5

## Description

Elite Care Escalated Support (ECES) is the global third-line support function within Acceptance Solutions, providing expert technical support for complex client issues and critical service incidents.

This role serves as a trusted advisor and escalation owner for enterprise clients, driving rapid resolution, improving the client experience, and partnering across Visa to deliver seamless outcomes.

Key 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.

- Collaborate globally across regions and time zones to ensure uninterrupted client support and service continuity.

- Exercise sound judgment in ambiguous or high-pressure situations, balancing client impact, business priorities, and operational risk.

- Contribute to knowledge sharing, process optimization, and training initiatives that improve team effectiveness and client outcomes.

- Participate in after-hours, weekend, and on-call support coverage as required.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Basic Qualifications:

- 5 or more years of relevant work experience with a Bachelor's 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

Preferred Qualifications:

- 6 or more years of work experience with a Bachelor's 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

- 5+ years of experience with a Bachelor's degree or 2+ years with an Advanced degree.

- 6+ years of experience in technical support, production operations, Site Reliability Engineering (SRE), or related disciplines.

- Proven experience investigating and resolving complex technical issues for enterprise clients.

- Demonstrated success serving as a technical escalation point and managing high priority incidents.

- Strong understanding of payments, eCommerce platforms, transaction processing, APIs, and production support environments.

- Hands-on experience troubleshooting REST APIs, integrations, and distributed systems.

- Experience leveraging observability and monitoring tools such as Splunk, Grafana, or similar platforms.

- Strong analytical, troubleshooting, and problem-solving skills with the ability to manage multiple priorities.

- Proven ability to work independently, take ownership, and drive outcomes with minimal oversight.

- Experience collaborating across technical and non-technical organizations to achieve shared goals.

- Strong client-facing communication skills with the ability to influence, build trust, and explain complex concepts clearly.

- Experience utilizing AI and automation tools to improve productivity, accelerate investigations, and enhance decision-making while adhering to Visa's security and governance requirements.

- Ability to support non-traditional work schedules based on business and client needs.

- Experience leading or coordinating incident response for highly available, client facing platforms.

- Knowledge of cloud-native technologies, observability practices, automation, and operational excellence frameworks.

- Demonstrated ability to identify systemic issues, influence cross-functional stakeholders, and drive long-term service improvements.

## Skills

### Required
- technical support
- AI
- automation
- analytics tools
- REST APIs
- distributed systems
- observability and monitoring tools

### Nice to have
- Site Reliability Engineering (SRE)
- payments
- eCommerce platforms
- transaction processing
- APIs
- production support environments
- troubleshooting
- problem-solving
- client-facing communication
- incident response
- cloud-native technologies
- operational excellence frameworks

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Consultant--Technical-Solutions_REF087751W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)