Senior Support Engineer (Platform, SRE)

Responsibilities

• ▹Provide technical support across cloud and core platform domains (infrastructure, APIs, integrations, platform services)
• ▹Investigate complex technical issues by analyzing system behavior, logs and cross-service interactions
• ▹Support incident management, contributing to troubleshooting during high-severity incidents
• ▹Collaborate closely with Engineering teams, communicating findings clearly
• ▹Validate platform changes and releases, assessing impact to client environments
• ▹Document patterns, common issues and operational insights to build platform understanding
• ▹Develop internal tools and automation to improve diagnostics and monitoring
• ▹Leverage AI and automation, contributing to AI-driven tools (agents, workflows)

Requirements

• ▹5+ years of relevant experience with a Bachelor's degree, or 2+ years with an advanced degree (Master's, MBA, JD, MD), or a PhD with no additional experience, OR 8+ years of relevant experience

Nice to have

• ▹Proven experience with cloud platforms, SaaS or distributed systems
• ▹Strong understanding of APIs, integrations and service-based architectures
• ▹Experience with high-availability systems and operational support for critical services
• ▹Background in technical support, SRE or engineering roles with production exposure
• ▹Incident management and troubleshooting experience, including root cause analysis
• ▹Ability to analyze logs, metrics and system interactions across components
• ▹Experience collaborating with engineering teams on investigations
• ▹Familiarity with automation, scripting or internal tools, AI exposure a plus

Soft skills

About the company

Pismo, part of the Visa group, runs a cloud-native core banking and card platform for enterprise clients, supported by the Enterprise Support team. Visa is a global leader in payments technology, operating in more than 200 countries and territories.