Elite Care Escalated Support Associate
On-site · Stockholm, Stockholm, Sweden
Job Summary
Elite Care Escalated Support Associate at Visa focusing on high-impact client issues within the Open Banking domain. You will act as SME across complex systems and APIs, lead end-to-end resolution of escalations, collaborate with Product, Engineering, Incident Management, and other teams, perform root cause analysis, and contribute to continuous improvement of processes, tooling, and knowledge management. Responsibilities include providing clear, proactive updates to clients and internal teams, ensuring SLA adherence, enabling knowledge transfer to Primary and Escalated support, and leveraging AI-enabled tools to improve investigation quality and productivity. Required experience in fintech/payments support, API/system troubleshooting, client-facing roles, and strong communication across global teams.
Required Qualifications
- Experience in technical support, incident management, or escalation handling within fintech, payments, or related industry
- Experience with complex systems and APIs (Open Banking or financial services)
- Client facing experience and CRM
- Strong troubleshooting and problem-solving across system integrations
- Logs/transaction flows analysis
- Hands-on troubleshooting with tools (OpenSearch, Datadog)
- SQL for data investigation
- Version control (GitHub)
- Excellent stakeholder management and communication in a global, matrixed org
- Ability to work under pressure and manage multiple priorities
- Proactive use of AI-enabled tools to enhance productivity
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