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The Product Support Engineer (PSE) is the third line support function within CyberSource. It carries responsibility for low-level investigation of service deficiencies and enhancement requests. The role liaises regularly with numerous departments internally at all levels including Value Added Services, Settlement and Reporting, Product Development, Product Management, Operations, and their equivalent entities globally.

Work streams covered by this role are scheduled, proactive & reactive in nature making this one of the most varied & flexible roles within the company.  The role carries implicit seniority, so whilst there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization.

• Field escalated tickets from CyberSource Support teams globally.
• Act as technical escalation point for client issues, both internally and, where required, externally
• Investigate 3rd line issues arising from our client’s use of CyberSource’s service in line with our agreed SLT.
• Ensure accurate records of service recommendations are written to the CRM during service provision.
• Liaise internationally with junior engineers and Technical Account Managers (TAMs) to report on issues affecting the service relationship with all tiers of merchant.
• Incident Management - Represent Client Services on Incidents and manage both internal and external communication.
• Coordinate the international escalation of service issues across time zones to ensure timely resolution of client requests and to optimize service continuity.
• Liaise with Account Managers and the senior management team to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required.
• Answer internal enquiries directed toward the support team of a technical and account related nature.
• Educate both junior engineers and non-technical staff through training and presentation.
• Deliver client experience advice and feedback to internal development and product teams to ensure optimum product usability.
• Achieve and maintain status as SME across one or more of the CyberSource and/or Visa product lines

•    University degree or equivalent experience
•    Prior Experience of a 2nd/3rd line role
•    Customer Support experience
•    Must be able to skilfully prioritize and manage concurrent projects and issues.
•    Excellent written and verbal communication skills
•    Experience in working with cross-functional/cross-departmental and virtual teams
•    Self-starter with strong organization and resolution management skills
•    Strong understanding of technical concepts 
•    Some programming experience (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML)
•    Basic network troubleshooting experience