Support Engineer (bilingual English & Spanish)

Support Engineer

Company Description: Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid. Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description: At Featurespace, now part of Visa, we strive to be the world's best software company at protecting our clients and their customers from fraud attacks. We do that with personality, heart and professionalism, cultivating an innovative, fun and positive team atmosphere where everybody can contribute to solving our clients' problems in new, innovative ways. We are always seeking to be the best at what we do and make our customers smile. We are seeking a Support Engineer to join our Americas Support Team. This is a highly technical customer-facing position that goes beyond what is typically expected in an entry-level support role. You will work directly with enterprise clients, diagnosing complex issues in live fraud detection environments, and partnering closely with engineering to deliver effective solutions. You will provide support for multiple Featurespace products, including ARIC, deployed across both cloud and on-premises infrastructures. Your work will help ensure mission-critical systems remain reliable, high-performing, and secure, protecting millions of payment transactions from fraud every day. Starting on a fast-track learning program, you will quickly develop your knowledge and skills in all areas of our products to facilitate getting involved with supporting customer deployments after installation, technical diagnosis of issues, helping to shape processes and building tools to speed up our internal work. You will be part of the team who is responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. You will act as the single point of contact for our post-deployment customers, engineers and QA to achieve positive and creative outcomes to their support requests.

Responsibilities:

• Act as a primary technical contact for customers in the Americas after deployment.
• Manage inbound support requests via calls, tickets, and email, ensuring timely acknowledgment and clear communication.
• Provide professional updates on case progress and resolution timelines.
• Diagnose application, database, and infrastructure issues with precision.
• Investigate and resolve Linux-based system problems using shell tools and scripts.
• Analyze logs, configurations, and data flows to identify root causes.
• Work with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion.
• Maintain suitable deployment-specific support documentation.
• Deliver quality by planning and being organized.
• Work on projects as required

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. This role is not able to support any form of sponsorship. This position is open to candidates to be based in Atlanta, Denver or Miami (Atlanta is the preferred location and will not offer any relocation).

Qualifications:

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree
• Proficiency in Linux, including command line tools, shell scripting, and log analysis.
• Familiarity with cloud platforms such as AWS or Azure.
• Experience working in a customer-facing role, technical or non-technical.
• Fluent in English and Spanish, both written and verbal.
• Strong problem-solving skills and ability to work under pressure in production environments.

Preferred Qualifications:

• Two or more years of work experience
• A Degree in a scientific or numerate discipline, e.g. Computer Science, Physics, Mathematics, Engineering.
• Experience with MongoDB / NoSQL databases.
• Performance testing and understanding of networking concepts.
• Ability to communicate well internally and with customers, adapting fluidly to different audiences - ranging from highly technical software architects to non-technical business owners.
• An understanding of source control, database architecture and some level of programming (Java or Python preferred)

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.

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 is an Equal Opportunity Employer.