• Atender, registrar y realizar seguimiento a las incidencias reportadas por los puntos de venta. • Brindar soporte de primer nivel a aplicaciones corporativas, equipos de cómputo y comunicaciones. • Diagnosticar y resolver incidencias relacionadas con el sistema de Punto de Venta (POS). • Escalar oportunamente los casos que requieran atención especializada por parte de otras áreas de soporte o desarrollo. • Orientar a los usuarios en el uso adecuado de las aplicaciones y herramientas tecnológicas de la organización. • Realizar el seguimiento de tickets hasta su resolución y cierre, asegurando el cumplimiento de los niveles de servicio establecidos. • Mantener actualizada la documentación de incidencias, soluciones y procedimientos de atención.

• Handling customer technical support cases through telephone, webchat and email submission • Evaluating networking system and security systems through assessing compatibility of hardware with existing programs • Troubleshooting networks, switches, routers, and network performance issues • Maintain client confidence by keeping their information confidential • Update CRM tickets and manage escalations to the engineering team • Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients • Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel • Evening and Weekend availability is required

• Provide software application support for PatientNow customers via phone, email, and ticketing systems. • Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction. • Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices. • Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner. • Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system. • Identify, prioritize, and escalate complex or high-impact issues according to established support procedures. • Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met. • Recommend alternative solutions and best practices that improve customer outcomes and platform adoption. • Stay current on PatientNow products, new feature releases, industry trends, and support processes. • Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

Role Description Pismo is seeking a 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 - 2+ years of relevant work experience and a Bachelor's degree, OR 5+ years of relevant work experience. - 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. - Experience working with high-availability systems and operational support for critical services. - Background in technical support, SRE, or engineering-related roles, with exposure to production systems. - Experience with incident management and troubleshooting, including root cause analysis. - Ability to analyze logs, metrics, and system interactions across multiple components. - Experience collaborating with engineering teams on investigations and system validation. - Familiarity with automation, scripting, or developing internal tools, with exposure to AI-driven approaches as a plus. Requirements - Main Performance Indicator: Issue Investigation Effectiveness — Accuracy and depth of technical analysis, including quality of root cause identification and diagnostics. - Incident Contribution & Resolution Support — Effectiveness in supporting high-severity incidents through timely analysis and coordination with Engineering and TAMs. - Transaction & System Insight Quality — Ability to analyze transaction flows, logs, and data to identify patterns, anomalies, and root causes. - Operational Efficiency Improvement — Contributions to internal tools, automation, or AI-driven solutions that improve troubleshooting and support processes. - Collaboration & Engineering Feedback — Quality of collaboration with Engineering teams, including clarity of technical findings and actionable feedback. 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.