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Global Technical Support Engineer 3 in San Jose at PayPal

Date Posted: 3/16/2020

Job Snapshot

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.

Simility, a PayPal Service, is an end-to-end fraud management platform helping large merchants, banks, and other Fortune 1000 companies manage fraud and risk. Our systems help enterprises detect fraudulent events real time and help protect these enterprises from online threats. We do so by creatively harnessing the power of data, machine learning, and humans to be on the cutting edge of fraud detection techniques and algorithms. Simility welcomes big thinkers and passionate team players, who are ready to take their career to the next level.

Simility’s Customer Success team (CS) are comprehensive product experts who collaborate with customers and internal teams to ensure that their customers are successful in their deployments. They continually build upon and apply their technical knowledge and skills across the product suite at every level of the customer engagement.

The successful Support Engineer will continually increase their level of technical skill while maintaining well documented and communicated customer success plans for a region. Customer assistance will include training, documentation, project management, troubleshooting, and data analytics tasks. The successful CS team member will operate within the context of an escalation structure. At times, this will involve handing off tasks to senior team members, and at other times, this will mean managing high workload periods with available resources. Success in the CS team will be measured by customer renewal and upsell. 
Primary Responsibilities:

•       Help understand the main customer issues around fraud and compliance

•       Understand the nature of the data that is going to be provided and work with the customer to create and finalize a data schema that meets their needs

•       Train the customer on using the Simility platform including the ability to write custom rules, triggers, etc.

•       Provide feedback from customers to the product development team in an effort to continually improve the product

•       Maintain clear records of customer interactions.

•       Serve as the front line for technical troubleshooting, including coordinating other resources for issue escalation as appropriate and defined by the customer contract.

•       Assist in clear specification of feature requests, bug reports, and professional services requests.

•       Participate in special projects/initiatives: innovate and implement large-scale quality improvements to processes and/or systems by conducting data analysis and making recommendations, troubleshooting technical issues, and refining processes around customer support

•       Onsite work as needed with Simility customers around the world. Team members will usually focus on one of the following regions, US, EU/Africa, Brazil, or AsiaPac. This is estimated to be 2-3 trips per year to customer locations, or the Simility offices in either San Jose or Hyderabad.

The successful candidate will have had five years of experience in one of the following areas:

•       DevOps

•       Sales Engineering

•       Escalation Support on a Customer Success team

•       Project Management

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