Description:
At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.
Job Description Summary: The Global Professional Services Organization is looking for a Global Technical Support Engineer. This position will require a technical understanding of PayPal's products as well as the ability to analyze and resolve live technical and integration issues. Technical Support Engineers are responsible for providing services to PayPal merchants, developers and internal PayPal teammates. Leadership and adaptability are a key component to this position as it will require building strong relationships across the organization.
Job Description:
- The role involves significant interaction (e-ticketing, e-mail and some phone) with our merchants and our internal stakeholders & engineering teams.
- Must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques across an array of PayPal Products
- Works directly with developers, merchant, and internal teams on post integration issues to provide technical support, consulting, and best practices.
- Installation and configuration of payment APIs, and commerce products.
- Conducts test scenarios with code, software, hardware, devices, and endpoints.
- Communicates technical issues to PayPal merchants and internal departments.
- Identifies irregularities in functionality and unexpected behaviors with PayPal products and services.
- Develops in-depth technical documents for distribution to PayPal merchants.
- Ability to diagnose and identify issues with API’s, Code, Services, and Network connectivity.
- Supports hardware and software involved with merchant payment processing.
- Supports onboarding of merchants with a payment processing solution.
- On call rotation – Entails covering one weekend 8am-4.30 pm every other month
- No travel required
- Love and understanding of technology, whether it be hardware, software, or other emerging technologies.
- Should feel brave leaping into the unknown and always be able to ask why. (Curious, motivated, self-serving, ability to take risks in a supportive / safe environment).
- Be comfortable with change - agility is key! (Be comfortable with supporting evolving product suite)
- Collaborate with internal and external partners toward problem solving
- Technical trusted advisor for our merchants
- Spends less time worrying about the problem and more time focusing on how to solve it
- Good communicator both written and verbal
- Experience in a role that puts you in direct contact with customers or clients.
- Possess patience and a desire to be a Customer Champion, (Customer empathy and advocacy)