Support Engineer (Bilingual English & Spanish)

Visa is a world leader in payments and technology, and they are seeking a Support Engineer to join their Americas Support Team. This role involves providing technical support to enterprise clients, diagnosing complex issues in fraud detection environments, and collaborating with engineering teams to ensure mission-critical systems remain reliable and secure. Responsibilities We hire people with a willingness to adapt to a variable role, so along with the key responsibilities below, we ask for ownership of any other duties as required 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 Skills 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 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) Benefits Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off Wellness Program Company Overview Visa is a multinational financial services company that facilitates electronic payment systems throughout the world. It was founded in 1958, and is headquartered in Foster City, California, USA, with a workforce of 10001+ employees. Its website is