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Global technical support engineer 3 in Shanghai at PayPal

Date Posted: 11/20/2020

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.

The PayPal Professional Services team is looking for a Global Technical Support Engineer. This position will require a technical understanding PayPal's products as well as the ability to analyze and resolve live technical and integration issues. Technical Support Engineers are responsible for providing services to PayPal merchants, developers and internal PayPal teammates. Leadership and adaptability are a key component to this position, as it will require building strong relationships across the organization.

Work directly with PayPal customers (developers- merchants) and internal teams on post-integration (live) issues. Troubleshoot technical issues related to client code and libraries, connectivity, networking, PayPal software, hardware, etc.
Assist with the integration and configuration of the PayPal APIs and products across multiple channels, including mobile devices such as smart phones and tablets. Share PayPal integration best practices.
Completely customer focused, and liaises closely with senior management on product direction to ultimately benefit the customer. This can include being a consultative service and being a single point of contact for major customers.
Lead key support escalations as required whilst ensuring the team is future equipped to handle similar situations if they reoccur.
Support merchant onboarding and account configuration.
Communicate live issues to merchants and internal stakeholders. Identify and submit PayPal defects.
Help develop technical content (sample code, white papers, FAQs, blogs, etc.).
Participate in the development of tools, systems and processes to improve productivity.
Work independently and with other members to successfully drive significant projects to completion.
Team advocate, representing team's interests when working with other support teams and stakeholders. With the support of senior management, drive process and product improvements with other support teams and stakeholders.
Develop strong working relationships across all levels and functions to facilitate problem diagnosis and resolution in relevant areas.
Provides leadership to others and may coordinate activities, particularly junior engineers who work on the same team or related features or product sub-systems.
Influence senior management on product direction, particularly related to their area of focus and expertise.

Technical Skills
Experience in the following:  Java, C++, C#, VB.NET, PHP, Perl, Ruby, Python, SQL, Web Services, HTML, JavaScript, NVP, JSON, XML, SOAP, and REST.
Experience with shell scripting and Linux/Unix commands.
Understanding of web technologies, including the HTTP protocol and TCP/IP
Understanding of firewalls and proxies.
Experience with mobile operating systems, such as Android and iOS, is a strong plus.
Understanding of payment processing and gateways is a plus.
BS, BSEE, CS or other relevant technical degree.
At least 6+ years of working experience in a Software Product Development or Technical Support role.
Strong English written and verbal communication skills are required. Knowledge of Hindi, Tamil, Telugu, Kannada or Malayalam is a strong plus.
Must be open to on-call and off business hours escalations from customers, be aware and work with geographic time sensitivities  when triaging your tasks
Demonstrated ability to manage multiple priorities and projects simultaneously, work in a fast-paced environment and accomplish results through influence while meeting deadlines.
Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions.
Work is generally self-directed and is guided by workflow and project requirements with an eagerness to consistently meet and exceed the expectations of our merchants, be customer oriented.
Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers.
Skilled in Presenting, can effectively communicate in large or small group settings both in person and via online or remote communication vehicles.
Excellent internal and external communication skills. Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
Business Awareness, understands current and possible future business trends and information.

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