Global Technical Support Engineer

The Merchant Support and Technical Services Organization is seeking a Global Technical Support Engineer. This role involves understanding PayPal's products, analyzing, and resolving live technical and integration issues. The team focuses on delivering excellent technical experiences for customers, merchants, and partners globally, fostering collaboration and innovation. Technical Support Engineers provide services to PayPal merchants, developers, and internal teams, building strong relationships across the organization.

Must Have

• Quickly identify and resolve technical problems (network issues, connection method errors, payment processing problems)
• Work directly with developers, merchants, and internal teams on post-integration issues
• Provide technical support, consulting, and best practices
• Install and configure payment APIs and commerce products
• Conduct test scenarios with code, software, hardware, devices, and endpoints
• Communicate technical issues to PayPal merchants and internal departments
• Identify irregularities in functionality and unexpected behaviors with PayPal products
• Develop in-depth technical documents for PayPal merchants
• Diagnose and identify issues with APIs, Code, Services, and Network connectivity
• Support hardware and software involved with merchant payment processing
• Support onboarding of merchants with a payment processing solution
• Bachelor’s degree in Management Information Systems, Computer Science, Software Engineering, or closely related quantitative discipline
• 3+ years’ experience in web development (Java, JavaScript, C, C++, C#, VB.NET, PHP, or Python)
• Experience in creating and troubleshooting web services (SOAP and REST)
• Basic understanding of Firewalls, proxy, HTTP Errors, server-side errors, TCP/IP
• Experience with Software Application Debugging and troubleshooting
• Love and understanding of technology
• Curious, motivated, self-serving, ability to take risks
• Comfortable with change and supporting evolving product suite
• Collaborate with internal and external partners
• Good communicator both written and verbal
• Experience in a role with direct customer or client contact
• Possess patience and a desire to be a Customer Champion

Perks & Benefits

• flexible work environment
• employee shares options
• health and life insurance
• valuable benefits and resources to help you care for the whole you
• balanced hybrid work model (3 days in office, 2 days home/office)

Job Summary:

What you need to know about the role:

The Merchant Support and Technical 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.

Meet our team:

At PayPal, the Merchant Technical Support team delivers great technical experiences for our customers, merchants, and partners. Our customer-centric team brings creative and technical skills together to achieve outcomes for our customers across the globe.

We drive results with a diverse, global team who are dedicated to championing PayPal's core values of inclusion and innovation to empower all employees to learn and grow. We help each other through active collaboration, mentorship programs and global initiatives.

Job Description:

Your way to impact:

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.

Your day-to-day you will:

• 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, merchants, 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 behaviours 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.
• Employees may be required to work during weekends based on a rotating schedule. Compensation for such duties and any additional hours worked will be provided in accordance with local labor laws and regulations.
• No travel required

What do you need to bring:

• 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
• Spend 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)

Technical Requirements:

• Bachelor’s degree, or foreign equivalent, in Management Information Systems, Computer Science, Software Engineering, or closely related quantitative discipline
• 3+ years’ experience in web development in one or more of the following: Java, JavaScript, C, C++, C#, VB.NET, PHP, or Python.
• Experience in creating and troubleshooting web services, such as SOAP and REST
• Basic understanding of Firewalls, proxy, HTTP Errors, server-side errors, TCP/IP
• Experience with Software Application Debugging and troubleshooting

Additional Responsibilities & Preferred Qualifications:

Subsidiary:

PayPal

Travel Percent:

0

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.