Global Tech Support Engineer

At PayPal, we’re reimagining money. We’re creating a better shopping experience, from start to finish, no matter what’s being bought, how it’s being paid for, or where it’s being sold. We are laser focused on creating a better way for merchants and consumers to pay and get paid. Putting customers’ needs first, we’re redefining the payment category. We’re helping merchants and businesses of all sizes compete and thrive in the fast changing world of mobile, social, local, and digital driven commerce. The Payments Experience LIVE Support Engineer role within Payments Products & Engineering will support the payment production environment and drive resolution of critical issues for PayPal’s top merchants, partners, and tenants.

This role is responsible for management of critical real-time payment issues centered on transaction processing/money movement for PayPal Inc. As a core engineer you will work as a Level 1 & Level 2 escalation point for critical production issues with respect to overall PayPal processing of Credit Card, Bank, Rewards, this also includes tenant processing such as Braintree, Venmo, Paydian, and Xoom entities . You will primarily be responsible for working with internal/external teams maintaining the environment and driving critical processing issues to resolution. You will also be responsible for analyzing the existing monitoring and alerting mechanisms to identify gaps and improvement opportunities in the processing environment. Your role will consist of creating, documenting and implementing scalable, standardized procedures and solutions to address the identified gaps, while developing an understanding of the payments platform. You will work alongside experienced teams with both business and technical skills. We’re looking for a talented individual with a keen desire to understand our products and services and push our technology forward. You will need to be collaborative as we work on processes that build new experiences and improve existing products that power one of the world’s largest payments websites.

What we are looking for --

• Must be fluent in Portuguese/Spanish and English
• Provide Operational relationship Support and become a key escalation contact for top payment processing issues
• Be an active member of an Operational Support team for PayPal Bank/Card/Rewards processing
• Document standard operating procedures for level 1 & 2 support cases
• Support and enhance payment monitoring, alerting, and batch escalation mechanisms
• Build and maintain strong relationships with internal groups such as Product Management, Product Development, Operations, Inc. Entities, and External Partners
• Drive critical production issues to resolution and active discussions with Multiple Teams
• Identify opportunities to enhance product, process, and environmental issues
• Inform top merchants of production issues and planned maintenance activities
• Provide and/or review daily, weekly, and quarterly platform goals/metrics
• Work with our Commercial/Product teams on hosting service reviews with banks, credit card processors, and even the big network providers like Mastercard, Visa, Amex, Discover
• Provide on-call support, including weekends and holidays
• Tools development to help improve teams efficiency/productivity, early detect and escalate LIVE issues (Java, scripting, sql, unix)