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Content Engineer in Austin at PayPal

Date Posted: 5/20/2020

Job Snapshot

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Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Channel Content organisation is embarking on a three-year journey to transform static unstructured content to an atomic, semantically rich, structured format. We are a global team producing support content for customers and internal Customer Service agents. We are looking for a Content Engineer to define, build and implement content models, assist us with ROT elimination during the content migration to a new CMS and beyond, and model content output in traditional and new self-service channels (Help Center, interactive help flows, chatbots, etc.).


  • Develop a deep understanding of customer journeys and tasks customers are trying to complete; create content models to support customer needs; enable customers to complete their tasks more easily, quickly and effortlessly.
  • Put structures and tool supports in place to assist Content organisation with transforming static content into structured content.
  • Design, document, and maintain intuitive, scalable content models.
  • Designs structures to connect from the CMS to multiple endpoints and enable content personalization, targeting, reuse, ​and multichannel distribution.
  • Create clear and intuitive models for customer service agents and customers alike and embed content into their journey.
  • Communicate structures and corresponding actions horizontally and vertically. Support authors through on-boarding/ learning phase.
  • Collaborate with product owners to deliver context-aware content in various channels.
  • Collaborate with taxonomist, architect, SME content team and strategist to enable semantic richness and establish semantically rich network of components, enabling machines to read and configure content intelligently at various endpoints.
  • Work with Content SMEs and Strategists to clearly define which types of content need to be distributed through which channels. Ensure and oversee that correct content practices, platforms, and technologies are in place.
  • Work closely with Information Architect to translate complex architecture into manageable content models.
  • Collect and understand Content organisation’s requirements for new content, translate them into tool requirements, document and clearly communicate to tool owners/ product owners. Build and manage the pipeline of new feature requests.
  • Make content recommendations that incrementally bring our content closer to customer problem statements.
  • Assist and support SME content team in achieving their goals within specific verticals.


  • Experience creating complex content using JSON, HTML, CSS, and XML
  • Extensive experience with scripting languages
  • Deep understanding of computer science fundamentals - data structures, design, performance, debugging
  • Ideally experience with IBM Watson bots or similar and modeling content for bots
  • Ideally experience with DITA migrations and set-ups
  • Familiarity with REST API concepts, experience isolating and identifying API issues
  • Good visual and interactive design aesthetic
  • Experience with bug tracking systems
  • Experience extracting isolated test cases from complex content issues
  • Ability to communicate and document technical concepts in non-technical terms
  • Presentation skills
  • Familiarity with ECMS and component content management systems
  • Familiarity with interoperability standards including SKOS (Simple Knowledge Organization System), RDF (Resource Description Framework), and OWL (Web Ontology Language)
  • Experience supporting a multi-language publishing environment
  • Experience in a large multinational organization
  • Ability to interact with and influence others effectively through teamwork and diplomacy
  • Experience interpreting and communicating analytics
  • Experience working in an Agile environment


  • Strong communication skills written and oral, ability to present and speak to different levels of the business
  • Well-developed sense of urgency and follow through
  • Strong interpersonal skills, presentation skills, ability to work productively with all levels in the organization, time management skills and follow through
  • Proven drive to succeed and produce specific metrics
  • Data and results oriented
  • Manage own tasks with minimal assistance and strive to work independently but know when to ask for help
  • Communicate effectively cross-functionally
  • Communicate effectively with people from all types of cultural backgrounds
  • Report to team, management and stakeholders on regular basis
  • Work well in team environment building strong relationships


  • BS or higher degree in Computer Sciences or Computer Engineering or equivalent professional work-related experience.
  • 3+ years experience working in enterprise environment supporting multi-lingual multi-channel content organizations.

Our world-class culture is something we’re proud of.  We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits that start day one.
  • Competitive salary.
  • 401k match and employee stock purchase plan.
  • Generous PTO and sick time policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential.
  • Give back to local communities through our many fundraising and volunteer opportunities.
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups, onsite events, onsite gym, cafe, games and arcade rooms, relaxation zones and so much more!

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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



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