Senior Specialist, Technical Support

The Company

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:

Job Description:

Essential Responsibilities:

• Provide high-level technical support and consulting to developers, merchants, and internal teams, ensuring adherence to best practices.
• Install and configure payment APIs (Application Programming Interface) and commerce products, ensuring seamless integration and optimal functionality.
• Execute test scenarios involving code, software, hardware, devices, and endpoints to verify system performance and reliability.
• Replicate, document, and escalate potential bugs or issues to the Product Development teams for resolution.
• Communicate complex technical issues effectively to merchants and internal departments, ensuring clarity and resolution.
• Identify and troubleshoot irregularities in functionality or unexpected behaviors in PayPal products and services.
• Deliver a best-in-class, white-glove experience to merchants by providing tailored support and proactive solutions.
• Create detailed technical documentation and guides for PayPal merchants to facilitate understanding and use of products.
• Diagnose and resolve issues related to APIs, code, services, and network connectivity with precision and efficiency.

Minimum Qualifications:

• Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

• Bachelor’s degree, or foreign equivalent, in Management Information Systems, Computer Science, Software Engineering, or closely related quantitative discipline
• 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

Our Ideal Candidate:

• 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 an evolving product suite)
• Collaborate with internal and external partners toward problem solving
• Technical trusted advisor for our merchants.
• Spends less time worrying about the problem and more time focusing on how to solve it
• Good communicator both written, 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)

Additional Responsibilities:
Works directly with developers, merchant 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 behaviors 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.

On call rotation responsibilities.

Subsidiary:

Travel Percent:

For the majority of employees, PayPal's 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, ensuring that you equally have the benefits and conveniences of both locations.

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 talentaccommodations@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.