Tech Support Engineer, PayPal Ads

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers. We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

The Tech Support Engineer role within PayPal Ads is focused on providing exceptional technical support to advertisers, merchants, and internal teams using PayPal's advertising products and services. You are passionate about solving technical problems quickly and efficiently, ensuring users have seamless experiences with our advertising platform. You enjoy troubleshooting complex issues, identifying root causes, and working cross-functionally to implement solutions. This individual contributor role requires strong technical skills, excellent communication abilities, and a customer-first mindset to resolve technical challenges and improve overall platform reliability.

Job Description:

Essential Responsibilities:

• Engage customers during technical discovery and support integration and onboarding.
• Communicate complex technical concepts to C-level executives and non-technical audiences.
• Document solutioning processes and review with the integration team.
• Review merchant integration plans and share feedback to ensure technical and business requirements are met.
• Provide technical guidance to the onboarding integration team.
• Conduct tailored demos, proofs of concept, and technical workshops to demonstrate product capabilities.

Minimum Qualifications:

• Minimum of 2 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

What You'll Do

• Provide first-line technical support for PayPal Ads users including advertisers, merchants, and internal teams experiencing platform issues
• Troubleshoot and resolve technical issues related to campaign setup, ad serving, programmatic campaigns, private marketplace (PMP) deals, measurement discrepancies, API integrations, and platform functionality
• Perform root cause analysis for recurring technical problems and work with Engineering teams to implement permanent solutions
• Handle escalated support tickets from Customer Success and Sales teams, providing detailed technical investigation and resolution
• Monitor platform health and proactively identify potential issues before they impact users
• Document technical issues and resolutions to build a comprehensive knowledge base for the support team and users
• Collaborate with Engineering teams to reproduce bugs, validate fixes, and test new platform features before release
• Diagnose programmatic advertising issues including bid request failures, deal activation problems, creative rejection issues, and real-time bidding (RTB) troubleshooting
• Support Private Marketplace (PMP) deal management by troubleshooting deal setup, targeting issues, budget pacing problems, and inventory availability challenges
• Resolve programmatic deal conflicts and investigate discrepancies between expected and actual deal performance metrics
• Support API integrations by helping advertisers and developers troubleshoot connection issues, authentication problems, and data formatting errors
• Analyze campaign performance discrepancies and identify technical causes for measurement differences, programmatic delivery issues, or deal-specific reporting problems
• Provide technical guidance to users on best practices for campaign optimization, programmatic deal management, proper platform usage, and feature implementation
• Escalate complex issues to appropriate engineering teams while maintaining clear communication with affected users
• Test new advertising products and features to identify potential issues before they reach production
• Create and maintain technical documentation including troubleshooting guides, FAQ sections, and user manuals
• Train Customer Success and Sales teams on common technical issues and their resolutions
• Monitor and respond to platform alerts to ensure rapid resolution of system-wide issues

Additional Qualifications:

• 3+ years of experience in technical support for software platforms, web applications, or advertising technologies
• Strong proficiency in SQL for data analysis and troubleshooting measurement discrepancies
• Experience with web technologies including APIs, HTTP protocols, JavaScript, and web debugging tools
• Strong understanding of advertising concepts including campaign management, programmatic advertising, private marketplace deals, targeting, measurement, and reporting
• Excellent problem-solving skills with ability to diagnose technical issues systematically and efficiently
• Strong communication skills with ability to explain technical concepts clearly to both technical and non-technical users
• Customer service mindset with focus on providing timely and helpful technical support

Preferred Qualifications

• AdTech or MarTech support experience with understanding of advertising platforms, programmatic systems, campaign management tools, or measurement systems
• Experience with programmatic advertising including real-time bidding (RTB), private marketplace deals, deal troubleshooting, and bid request optimization
• Knowledge of programmatic deal mechanics including PMP setup, deal targeting, floor prices, and inventory management
• Experience with advertising APIs and common integration patterns for campaign management and reporting
• Knowledge of data analysis tools and techniques for investigating measurement discrepancies and performance issues
• Familiarity with advertising measurement standards including viewability, attribution, and conversion tracking
• Experience with ticketing systems and support workflow management tools
• Understanding of web analytics and tracking implementations including pixels, tags, and conversion measurement
• Scripting abilities in Python, JavaScript, or similar languages for automation and data analysis
• Experience working in fast-paced, high-growth environments with rapidly evolving products
• Strong analytical mindset with attention to detail for investigating complex technical issues
• Ability to work independently while collaborating effectively with cross-functional teams
• Experience with A/B testing platforms and statistical analysis for campaign optimization
• Understanding of programmatic advertising and real-time bidding systems, including common issues like bid failures, creative rejections, and deal activation problems