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Senior Support Engineer (Platform, SRE)

June 27, 2026

About Us 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.Job Description<div>Pismo is seeking a Senior Support Engineer specializing in Cloud Platform and Pismo Core Platform to support enterprise clients within the Enterprise Support team. </div><div>This role focuses on platform stability, infrastructure behavior, and core product capabilities such as shared platform services and integrations. The Sr. Support Engineer works closely with Engineering teams to investigate issues, understand system behavior, and improve operational efficiency. </div><div>The Sr. Support Engineer acts as a technical bridge between clients, TAMs, and Engineering, contributing to faster diagnosis, better system understanding, and continuous improvement. </div><div>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. </div><div>Key Responsibilities: </div><div><ul><li>Provide technical support across cloud and core platform domains, including infrastructure, APIs, integrations, and platform services </li><li>Investigate complex technical issues, analyzing system behavior, logs, and interactions across services </li><li>Support incident management, contributing to troubleshooting and analysis during high-severity incidents </li><li>Collaborate closely with Engineering teams, ensuring clear communication of findings and validation of system behavior </li><li>Validate platform changes and releases, assessing potential impact to client environments and integrations </li><li>Contribute to platform understanding, documenting patterns, common issues, and operational insights </li><li>Develop internal tools and automation, improving diagnostics, monitoring, and support workflows </li><li>Leverage AI and automation, building or contributing to AI-driven tools (e.g., agents, workflows) to improve efficiency and reduce manual effort </li></ul></div><div>This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote</div>Qualifications<div>Basic Qualifications: <ul><li>5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.</li></ul>Preferred Qualifications:<div><ul><li>Proven experience in cloud platforms, SaaS, or distributed systems environments </li><li>Strong understanding of APIs, integrations, and service-based architectures </li><li>Experience working with high-availability systems and operational support for critical services </li><li>Background in technical support, SRE, or engineering-related roles, with exposure to production systems </li><li>Experience with incident management and troubleshooting, including root cause analysis </li><li>Ability to analyze logs, metrics, and system interactions across multiple components </li><li>Experience collaborating with engineering teams on investigations and system validation </li><li>Familiarity with automation, scripting, or developing internal tools, with exposure to AI-driven approaches as a plus </li></ul></div><div>Main Performance Indicator:<div><ul><li>Issue Investigation Effectiveness — Accuracy and depth of technical analysis, including quality of root cause identification and diagnostics </li><li>Incident Contribution & Resolution Support — Effectiveness in supporting high-severity incidents through timely analysis and coordination with Engineering and TAMs </li><li>Transaction & System Insight Quality — Ability to analyze transaction flows, logs, and data to identify patterns, anomalies, and root causes </li><li>Operational Efficiency Improvement — Contributions to internal tools, automation, or AI-driven solutions that improve troubleshooting and support processes.</li></ul></div></div></div>Visa is an EEO EmployerQualified 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...