Global Technical Support Lead Engineer

• Delegating tasks, liaising with the team, and support GTS achieving daily service levels.   

• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements. 

• Identify gaps and projects/processes to be improved and working with the team to drive these changes   

• Motivating the Team and creating a space where they can ask questions and voice their concerns 

• Work directly with PayPal customers (developers- merchants) and internal teams on post-live integration issues. 

• Act as the technical escalation point and bridge between support and developers. 

• Coaching/mentoring the team on Technical matters including reviewing code  

• Troubleshoot technical issues related to client code and libraries, connectivity, networking, PayPal software, hardware, etc. 

• Try and reproduce the bugs reported by merchants before filing Jira bugs with product development teams where applicable.

• Working knowledge of SQL to run select queries in DB to gather account specific info when needed. 

• Assist with the integration and configuration of the PayPal APIs and products across multiple channels, including mobile devices such as smart phones and tablets. Share PayPal integration best practices. 

• Support merchant onboarding and account configurations and adapting new products into the team

• Communicate live issues to merchants and internal stakeholders. Identify and submit PayPal defects. 

• Help develop technical content (sample code, white papers, FAQs, blogs, etc.). 

• Participate in the development of tools, systems, and processes to improve productivity. 

• Lead/participate in initiatives and drive them to completion. 

• Provide knowledge sharing/training sessions to team members 

• Develop strategic relationships with key stakeholders to understand merchant’s business needs and desired outcomes.  

• Onboarding & Training New Hires

• Supporting with team Huddles

Technical Skills 

• Experience in JavaScript, JSON, REST, SQL, XML 

• Experience in at-least one of the backend technologies but not limited to Java, C++, C#, VB.NET, PHP, Perl, Ruby, Python 

• Good to have: NVP, SOAP, Webservices, Graph QL API 

• Experience with shell scripting and Linux/Unix commands. 

• Understanding of web technologies, including the HTTP protocol and TCP/IP 

• Experience in DB management and understand SQL 

• Understanding of firewalls and proxies. 

• Experience with mobile operating systems, such as Android and iOS, is a strong plus. 

• Understanding of payment processing and gateways is a plus. 

Desired Requirements 

• BS, BSEE, Computer Science /other relevant technical degree or experience

• At least 3+ years of working experience in a Software Product Development /Technical Support role/Leadership Role 

• Strong English written and verbal communication skills are required. 

• Demonstrated ability to create or lead initiatives to suit the business requirement. 

• Able to challenge current process/standard and raise solutions to improve. 

• Be comfortable with change, particularly supporting an evolving product suite.  

• Demonstrated ability to manage multiple priorities and projects simultaneously, work in a fast-paced environment and accomplish results through influence while meeting deadlines. 

• Uses judgment and creativity and sound technical knowledge to obtain and recommend solutions.  

• Work is generally self-directed and is guided by workflow and project requirements with an eagerness to consistently meet and exceed the expectations of our merchants, be customer oriented. 

• Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers.  

• Skilled in Presenting, can effectively communicate in large or small group settings both in person and via online or remote communication vehicles.  

• Excellent internal and external communication skills. Must be quality and detailed oriented yet understand the level of detail appropriate for the situation.  

• Business awareness understands current and possible future business trends and information.