Job Description We are seeking a Bilingual Technical Support Engineer to join our Americas Support Team. This highly technical customer‑facing role goes beyond a typical entry‑level support position. You will work directly with enterprise clients, diagnosing complex issues in live fraud detection environments and partnering closely with engineering to deliver effective solutions. You will provide technical support for multiple Featurespace products, including ARIC, deployed across both cloud and on‑premises infrastructures. Your work will help ensure mission‑critical systems remain reliable, high‑performing, and secure, protecting millions of payment transactions from fraud each day. Starting on a fast‑track learning program, you will quickly develop your knowledge and skills in all areas of our products to facilitate involvement in customer deployments after installation, technical diagnosis of issues, shaping processes, and building tools to speed up internal work. You will be part of the team responsible for delivering world‑class service and support through all communication channels and touchpoints, acting as the single point of contact for post‑deployment customers, engineers, and QA to achieve positive results for support requests. Responsibilities 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 issues are resolved and fixes deployed in a timely fashion. Maintain deployment‑specific support documentation. Deliver quality by planning and being organized. Work on projects as required. This is a hybrid position. The expectation of days in the office will be confirmed by your Hiring Manager. Basic Qualifications 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g., Master’s, MBA, JD, MD, or PhD). Preferred Qualifications 3 or more years of work experience with a Bachelor’s Degree, or more than 2 years with an Advanced Degree. Experience working in a customer‑facing role, technical or non‑technical. A degree in a scientific or numerate discipline (e.g., Computer Science, Physics, Mathematics, Engineering). Proficiency in Linux, including command line tools, shell scripting, and log analysis. Familiarity with cloud platforms such as AWS or Azure. Fluent in English and Spanish, both written and verbal. Strong problem‑solving skills and ability to work under pressure in production environments. Experience with SQL/NoSQL databases. Performance testing and understanding of networking concepts. Ability to communicate well internally and with customers, adapting fluidly to different audiences. An understanding of source control, database architecture, and some level of programming (Java or Python preferred). Visa is an EEO Employer Qualified 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. #J-18808-Ljbffr