Global Technical Support Engineer

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. Summary:The CTES Engineering staff will be front-line intake and triage for escalated problems involving site (PayPal.com) issues and internal Teammate Tool issues. CTES L2 Engineering will proactively use monitoring tools to prevent contacts and issues from having impact on operations.The Engineering staff will be responsible for validating, replicating and escalating issues to SRE, PD and other associated organisations and drive these issues to closure. This position will use all available technical means and business acumen to summarise and communicate the impact of inbound live-site issues to relevant parties.What you need to know about the role- The CTES Engineering staff will be front-line intake and triage for escalated problems and alerts involving site (PayPal.com) issues. The Engineering will build and execute roadmap for proactively identifying contact driving issues and drive them to closure avoiding operational impact.Meet our teamwe use internal logging systems to troubleshoot site issues and escalate appropriately to reduce customer churn and contact, which directly impacts the operational cost. Build User Stories for proactive program which focus to provide visibility of contact driving issues with cumulative impact, build next generation set of tools to significantly increase proactive identification ofconsumer productissues, and enable faster resolution to reduce contacts. Effectively communicate, interact and liaise with our external customers, teammates and upper management (this includes the ability to provide concise executive updates in regard to issue status).Understand support ticketing lifecycle and be able to balance daily support work with immediate issues that need attention.Your way to impact

• Demonstrate the ability to use various internal logging systems to validate site issues and escalate appropriately.
• Understanding instrumentation to identify customer churn points and build alerts effectively to identify them at occurrence.
• understand support ticketing lifecycle and be able to balance daily support work with immediate issues that need attention.

Your day to day

• Work with the team to understand current issues impacting customers and drive to closure.
• Build User story to automate the identification of customer impacting issues, to enable faster resolution.
• Conduct effective business review meetings with BU partner, PD, PO to address and review operations issues and call drivers. Send out executive updates on critical issues.
• Provides leadership and coordinates activities to drive resolution of reported issues. Need to provide guidance to product owners regarding live site issues that require process or live site changes

What do you need to bring-

• Must have knowledge, experience, and understanding of the common CS teammate environment and associated customer flows.
• understanding of the instrumentation and monitoring tools. Experience in signal FX, Splunk, Kibana
• technical business acumen to summarise and communicate the impact of inbound live-site issues to relevant parties effectively.
• understand support ticketing lifecycle and the tools like JIRA, ServiceNow.

Additional Our Benefits:At PayPal, were committed to building an equitable and inclusive global economy. And we cant do this without our most important asset-you. Thats 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 visithttps://www.paypalbenefits.comWho We Are:PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.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.As part of PayPals commitment to employees health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.Subsidiary:PayPalTravel Percent:0Our Benefits:At PayPal, were committed to building an equitable and inclusive global economy. And we cant do this without our most important asset-you. Thats 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 Who We Are:to learn more about our culture and community.PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.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 .Any general requests for consideration of your skills, please As part of PayPals commitment to employees health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

Keyskills :
KibanaServicenowMonitoring ToolsSplunkJIRAsignal FXCS teammate environmentsupport ticketing lifecycleInstrumentationtechnical business acumen