[Hiring] Sr. Support Engineer @Visa

Role Description

Pismo is seeking a Sr. Support Engineer specializing in Cloud Platform and Pismo Core Platform to support enterprise clients within the Enterprise Support team. This role focuses on platform stability, infrastructure behavior, and core product capabilities such as shared platform services and integrations. The Support Engineer works closely with Engineering teams to investigate issues, understand system behavior, and improve operational efficiency.

The Support Engineer acts as a technical bridge between clients, TAMs, and Engineering, contributing to faster diagnosis, better system understanding, and continuous improvement. You will also play a key role in building and evolving internal tools, automation, and AI-driven solutions to scale support operations and improve efficiency.

Key Responsibilities:

• Provide technical support across cloud and core platform domains, including infrastructure, APIs, integrations, and platform services.
• Investigate complex technical issues, analyzing system behavior, logs, and interactions across services.
• Support incident management, contributing to troubleshooting and analysis during high-severity incidents.
• Collaborate closely with Engineering teams, ensuring clear communication of findings and validation of system behavior.
• Validate platform changes and releases, assessing potential impact to client environments and integrations.
• Contribute to platform understanding, documenting patterns, common issues, and operational insights.
• Develop internal tools and automation, improving diagnostics, monitoring, and support workflows.
• Leverage AI and automation, building or contributing to AI-driven tools (e.g., agents, workflows) to improve efficiency and reduce manual effort.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).
• Proven experience in cloud platforms, SaaS, or distributed systems environments.
• Strong understanding of APIs, integrations, and service-based architectures.
• Background in technical support, SRE, or engineering-related roles, with exposure to production systems.
• Experience with incident management and troubleshooting, including root cause analysis.

Requirements

• Strong understanding of cloud environments and distributed systems.
• Solid knowledge of APIs, integrations, and service-to-service communication.
• Ability to analyze logs, metrics, and system behavior across multiple services.
• Understanding of platform-level components such as orchestration, ledger, and shared services.
• Experience with incident troubleshooting and root cause analysis in complex systems.
• Familiarity with automation, scripting, or internal tooling development.
• Understanding of release and change impact on distributed platforms.
• Strong collaboration and clear communication across teams and stakeholders.
• Ownership and structured problem-solving for end-to-end issue handling.
• Proactive mindset focused on continuous improvement and automation.

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.