Senior Support Engineer (Platform, SRE)

About the role

About Us Visa 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.

At 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.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Pismo is seeking a Senior Support Engineer specializing in Cloud Platform and Pismo Core Platform to support enterprise clients within the Enterprise Support team.

This role focuses on platform stability, infrastructure behavior, and core product capabilities such as shared platform services and integrations. The Sr. Support Engineer works closely with Engineering teams to investigate issues, understand system behavior, and improve operational efficiency.

The Sr. Support Engineer acts as a technical bridge between clients, TAMs, and Engineering, contributing to faster diagnosis, better system understanding, and continuous improvement.

You will also play a key role in building and evolving internal tools, automation, and AI-driven solutions to scale support operations and improve efficiency.

Key Responsibilities:

• Provide technical support across cloud and core platform domains, including infrastructure, APIs, integrations, and platform services
• Investigate complex technical issues, analyzing system behavior, logs, and interactions across services
• Support incident management, contributing to troubleshooting and analysis during high-severity incidents
• Collaborate closely with Engineering teams, ensuring clear communication of findings and validation of system behavior
• Validate platform changes and releases, assessing potential impact to client environments and integrations
• Contribute to platform understanding, documenting patterns, common issues, and operational insights
• Develop internal tools and automation, improving diagnostics, monitoring, and support workflows
• Leverage AI and automation, building or contributing to AI-driven tools (e.g., agents, workflows) to improve efficiency and reduce manual effort

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote

Qualifications

Basic Qualifications:

• 5+ 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, OR 8+ years of relevant work experience.

Preferred Qualifications:

• Proven experience in cloud platforms, SaaS, or distributed systems environments
• Strong understanding of APIs, integrations, and service-based architectures
• Experience working with high-availability systems and operational support for critical services
• Background in technical support, SRE, or engineering-related roles, with exposure to production systems
• Experience with incident management and troubleshooting, including root cause analysis
• Ability to analyze logs, metrics, and system interactions across multiple components
• Experience collaborating with engineering teams on investigations and system validation
• Familiarity with automation, scripting, or developing internal tools, with exposure to AI-driven approaches as a plus

Main Performance Indicator:

• Issue Investigation Effectiveness — Accuracy and depth of technical analysis, including quality of root cause identification and diagnostics
• Incident Contribution & Resolution Support — Effectiveness in supporting high-severity incidents through timely analysis and coordination with Engineering and TAMs
• Transaction & System Insight Quality — Ability to analyze transaction flows, logs, and data to identify patterns, anomalies, and root causes
• Operational Efficiency Improvement — Contributions to internal tools, automation, or AI-driven solutions that improve troubleshooting and support processes.

Visa is an EEO Employer

Qualified 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.

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