Technical Support Analyst

Job Description

The Technical Support Analyst provides advanced production support for a broad portfolio of products and services. This role is responsible for triaging and troubleshooting complex technical issues, conducting research, documenting findings, and coordinating with internal teams to drive issues toward resolution or appropriate escalation.

This position works closely with cross-functional stakeholders including Product, Engineering, Reliability Engineering, Client Support, and other internal teams. The ideal candidate is analytical, proactive, detail-oriented, and willing to learn a wide range of products, services, systems, and processes.

Key Responsibilities:

• Triage and investigate complex production support issues across multiple products and services.
• Troubleshoot issues using ticketing systems such as Jira, Splunk logs, SQL, internal platforms, and other support tools.
• Document troubleshooting steps, findings, resolutions, and next steps clearly and accurately.
• Coordinate with Product, Engineering, Reliability Engineering, Client Support, and other internal teams to support issue resolution.
• Escalate issues as needed while maintaining ownership and follow-through.
• Participate in incident calls, SWAT calls, and cross-functional troubleshooting sessions.
• Review technical specifications related to client cases and support UAT testing for product launches, fixes, and enhancements.
• Monitor and manage ticket queues, prioritize based on business impact, and ensure timely handling of cases.
• Identify recurring issues and contribute to process improvements that enhance operational efficiency.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications: 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)

Preferred Qualifications:

• Degree in Information Systems, Computer Science, Business, or related field, or equivalent practical experience. 2+ years of experience in technical support, production support, application support, client support, or a related role.
• Experience troubleshooting technical issues in a production environment. Experience with ticketing or case management systems such as Jira.
• Experience using log analysis, monitoring, or diagnostic tools.
• Basic to intermediate database or data analysis experience. Strong analytical, troubleshooting, and problem-solving skills.
• Strong written and verbal communication skills, including documentation. Ability to work effectively in a fast-paced, cross-functional environment.
• Strong willingness to learn new products, services, systems, and processes.
• Experience in Level 2 or Level 3 technical support.
• Experience with Jira, Splunk, SQL, or similar enterprise support tools.
• Experience supporting APIs, SaaS platforms, or enterprise applications.
• Experience participating in or leading incident or SWAT calls.
• Experience supporting QA, UAT, or validation testing.
• Familiarity with software development lifecycle and change management processes.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 94,400.00 to 146,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.