Pismo’s platform delivers mission-critical services to its customers, processing billions of transactions annually across multiple regions. Ensuring stable, reliable, and predictable operations requires well-defined processes, strong governance, and experienced professionals to support production environments. 

The ITSM Governance area is responsible for designing, evolving, and sustaining processes and tools that support customer operations, ensuring clear communication across teams, reliable metrics, operational visibility, continuous improvement (incidents and changes), and effective decision-making. 

As a Technical Support Analyst, you will play a key role in strengthening customer support governance by combining operational excellence, high-quality communication, and data-driven decision-making. You will partner closely with Engineering, SRE, Customer teams, and leadership to reduce operational risk, increase platform reliability, and improve the overall customer experience. 

Key Responsibilities:

• Manage and continuously improve customer support processes, ensuring clarity, consistency, and adherence to governance standards. 
• Coordinate improvements to incident and change management processes, including classification, SLAs, communication, post-incident analysis, and lessons learned. 
• Monitor and analyze support performance metrics, identifying trends, risks, and improvement opportunities. 
• Ensure compliance with established processes through quality assessments, internal audits, and follow-up on action plans. 
• Evolve and optimize the ecosystem of tools supporting processes and metrics (Jira/JSM, Grafana, AskNow, integrations). 
• Collaborate with cross-functional teams to simplify workflows, reduce operational friction, and minimize rework. 
• Create and deliver documentation, training, and communications to increase process adoption and maturity. 
• Support regulatory audits by providing governance and operational evidence, metrics, and documentation. 

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

Minimum Requirements:

• Based in Brazil.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields.
• Advanced English (B2 level or higher), with the ability to communicate effectively in technical environments and with international stakeholders.
• 3+ years of experience in Technical Support, Operations, ITSM, or IT Governance.
• Familiarity with customer support processes, governance frameworks, and ITSM tools.
• Strong written and verbal communication skills for interactions with customers and internal teams.
• Analytical skills to track performance metrics, identify trends, and support data-driven decision-making.
• Experience solving complex problems, including handling issues escalated by customers.
• Strong execution discipline, ensuring monitoring and adherence to established processes.
• Ability to collaborate with cross-functional teams (Engineering, SRE, Product, Customer teams) to drive continuous process improvement.
• Hands-on experience with Jira Service Management, AskNow, or similar ITSM tools.
• Solid understanding of reliability and operational metrics, such as SLA, SLI, SLO, and support performance indicators.

Preferred Qualifications:

• Certifications in service management, governance, or continuous improvement (e.g., ITIL, Jira, Lean, Six Sigma).
• Experience with Change Management processes and participation in operational improvement or transformation initiatives.
• Experience analyzing data and generating insights from support and reliability metrics.
• Experience in global support environments, working across different time zones, cultures, and regions.
• Experience in mission-critical, high-availability environments (24x7).
• Experience supporting enterprise customers and/or within the Payments or Financial Services industry.

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.