Job Description The Senior Product Support Engineering team is a Tier 3 customer support team tasked with supporting online merchants using all CyberSource Enterprise products and services. Candidates will be expected to handle escalated case tickets, work with other teams inside and outside the Customer Support organization, provide product training, and interface with customers on an as needed basis.
Principle Responsibilities - Troubleshooting escalated technical problems
- Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution
- Building internal support-related tools and documentation
- Participating in requirements, design, and roll out of new products and services
- Interfacing with both 'direct' and 'reseller' customers
- Representing Customer Support to other departments in the company including sales, operations, product management, and product development
- Creating, editing, and distributing customer notifications
- Responsible for training junior members of the team and acting as as a go-to and experienced leader for the junior members of the team
Qualifications - Prior experience of providing in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
- Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP,
- Visual Basic, VBScript, DBMS and/or XML
- Experience working directly with customers via phone/email/eTicketing systems
- Strong written and verbal communication skills
- Strong problems solving skills
- Prior experience with online payment, risk management, or point-of-sale transaction technologies desirable
- EMV experience desirable
- Experience of working across complex matrix organisations
Additional Information #LI-POST
