Support Engineer; Bilingual English & Spanish

Support Engineer (Bilingual English & Spanish)

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 driving everyone everywhere to be 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.

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.

Your responsibilities will include diagnosing and resolving issues across Featurespace products, including ARIC, deployed across cloud and on‑premises infrastructures.

• 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.
• Own additional duties as needed.

This is a hybrid position. The expected days in the office will be confirmed by your Hiring Manager.

This role is not able to support any form of sponsorship including J‑1, F‑1, CPT, OPT, or employment‑based sponsorship such as H‑1B, H‑1B1, E‑3, O‑1, TN, and any EAD card holders that may need assistance in the future.

This position is open to candidates based in Atlanta, Denver, Miami, Austin, or Ashburn (Atlanta is the preferred location and will not offer relocation).

Applications for this role will be accepted until at least January 16, 2026.

• 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 Mongo
  
  DB / No
  
  SQL 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).

• Work Hours: Varies upon the needs of the department.
• Travel Requirements: This position requires travel 5‑10% of the time.
• Mental/
  
  Physical Requirements:
  
  The…