Tech operations/ Product Support Engineer

We are looking for a Tech Operations / Product Support Engineer who will act as the critical bridge between engineering, product, and customer-facing teams. This role is responsible for ensuring platform reliability, troubleshooting complex technical issues, and driving operational excellence across production systems. You will work closely with software engineers and product managers to resolve issues, improve system resilience, and enhance customer experience.

Must Have

• Provide Tier 2 / Tier 3 technical support for production issues across applications, APIs, and services
• Lead or participate in incident response, root cause analysis (RCA), and post-incident reviews
• Monitor system health, logs, alerts, and dashboards to proactively identify and mitigate issues
• Ensure SLAs/SLOs are met and escalations are handled effectively
• Diagnose complex issues involving distributed systems, APIs, databases, and integrations
• Analyze logs, metrics, and traces to identify performance, availability, or data issues
• Work closely with engineering teams to debug, reproduce, and resolve defects
• Act as a technical liaison between Support, Engineering, Product, and Operations teams
• Provide feedback to product and engineering on recurring issues, gaps, and improvement opportunities
• Assist with release readiness, deployments, and production validations
• Build and maintain tools, scripts, or automation to improve operational efficiency
• Improve monitoring, alerting, and runbooks to reduce MTTR
• Identify opportunities to eliminate manual processes and recurring issues
• Create and maintain runbooks, SOPs, and technical documentation
• Contribute to internal knowledge bases and support playbooks
• Mentor junior support engineers and share best practices
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• 3+ years of experience in product support, tech operations, SRE, or platform support roles
• Strong understanding of web technologies, APIs (REST/GraphQL), and microservices
• Experience troubleshooting production systems in a high-availability environment
• Proficiency with SQL and ability to analyze data for debugging
• Experience working with Linux/Unix systems
• Strong problem-solving skills and ability to work under pressure

Good to Have

• Experience with cloud platforms (AWS, GCP, Azure)
• Familiarity with monitoring tools (Datadog, Prometheus, Grafana, Splunk, ELK)
• Scripting experience in Python, Bash, or similar languages
• Knowledge of CI/CD pipelines and deployment processes
• Experience supporting payments, fintech, or large-scale distributed systems
• Exposure to SRE or DevOps practices

Perks & Benefits

• flexible work environment
• employee shares options
• health and life insurance
• balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace

Job Summary:

We are looking for a Tech Operations / Product Support Engineer who will act as the critical bridge between engineering, product, and customer-facing teams. This role is responsible for ensuring platform reliability, troubleshooting complex technical issues, and driving operational excellence across production systems. You will work closely with software engineers and product managers to resolve issues, improve system resilience, and enhance customer experience.

Job Description:

Production Support & Incident Management

• Provide Tier 2 / Tier 3 technical support for production issues across applications, APIs, and services
• Lead or participate in incident response, root cause analysis (RCA), and post-incident reviews
• Monitor system health, logs, alerts, and dashboards to proactively identify and mitigate issues
• Ensure SLAs/SLOs are met and escalations are handled effectively

Technical Troubleshooting

• Diagnose complex issues involving distributed systems, APIs, databases, and integrations
• Analyze logs, metrics, and traces to identify performance, availability, or data issues
• Work closely with engineering teams to debug, reproduce, and resolve defects

Product & Engineering Collaboration

• Act as a technical liaison between Support, Engineering, Product, and Operations teams
• Provide feedback to product and engineering on recurring issues, gaps, and improvement opportunities
• Assist with release readiness, deployments, and production validations

Automation & Operational Excellence

• Build and maintain tools, scripts, or automation to improve operational efficiency
• Improve monitoring, alerting, and runbooks to reduce MTTR
• Identify opportunities to eliminate manual processes and recurring issues

Documentation & Knowledge Sharing

• Create and maintain runbooks, SOPs, and technical documentation
• Contribute to internal knowledge bases and support playbooks
• Mentor junior support engineers and share best practices

Additional Responsibilities & Preferred Qualifications:

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• 3+ years of experience in product support, tech operations, SRE, or platform support roles
• Strong understanding of web technologies, APIs (REST/GraphQL), and microservices
• Experience troubleshooting production systems in a high-availability environment
• Proficiency with SQL and ability to analyze data for debugging
• Experience working with Linux/Unix systems
• Strong problem-solving skills and ability to work under pressure

Preferred Qualifications

• Experience with cloud platforms (AWS, GCP, Azure)
• Familiarity with monitoring tools (Datadog, Prometheus, Grafana, Splunk, ELK)
• Scripting experience in Python, Bash, or similar languages
• Knowledge of CI/CD pipelines and deployment processes
• Experience supporting payments, fintech, or large-scale distributed systems
• Exposure to SRE or DevOps practices

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.

Who We Are:

Click Here to learn more about our culture and community.

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.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.