Elite Care Escalated Support (ECES)

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.