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Product Support Engineer in Omaha, Nebraska, United States of America at PayPal

Date Posted: 6/3/2022

Job Snapshot

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.

The Global Ops Customer Service (CS) Tools team is looking for a highly motivated Product Support Engineer. As a member of the CS SWAT team, you will primarily be responsible for identifying, investigating and resolving top issues for PayPal's customer service tools team (Customer service agents, Business Unit, and occasional Exec escalations). You will work closely with PayPal Product, QA and Engineering group to understand and solve CS tools live site issues, and Network Operation to address server issues. In addition you will be a key member of the technical team charged with creating an exceptional CS tools user experience for the CS teammates.

Responsibilities:

  • Provides direct support to PayPal Customer service agents.
  • Identifies, verifies and documents irregularities in PayPal CS tools functionality, including posting appropriate bugs. Project-manages posted bugs when appropriate (i.e. follow up and make sure they are addressed)
  • Generates and reviews in-depth technical information (sample code, white papers, FAQs, Snippets) for distribution to agents.
  • Presents issues and solutions to audiences of varying sizes. Provides recognized technical and business leadership and is able to provide deep technical support across a range of functionality,
  • Manages workload and other assignments efficiently while being able to resolve time-critical situations reliably and professionally.
  • Monitors code rollouts (Live) for issues effecting customer service agents.
  • Participates in the development of tools, systems and processes aimed at improving product supportability or overall support productivity.
  • Works with Network Operation and SWAT to address sites issues Creates post-mortem and resolution documentation for issues.
  • Mentors other engineers and developers by providing technical and business related guidance and resources.
  • Advises management and appropriate groups on support issues which impact customer satisfaction and provides recommendations for appropriate actions.
  • Night and weekend support, on a rotating schedule, is required.
  • Share on-call responsibilities.

Job Requirements

Required Skills:

  • Experience with high-availability Pega web applications preferred.
  • Understanding of web technologies, development languages and environments, including HTTP/HTML and 3 or more of the following required: C/C++, C#, Perl, Java, VB, UNIX/Linux, .Net, SOAP, XML.
  • Understanding of relational databases and strong SQL skills required.
  • Self-starter approach to work, with an eagerness to consistently meet and exceed the expectations of our developers.
  • Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
  • Strategic thinker with proven problem solving skills, with the ability to work within a team to meet support goals and objectives.
  • Demonstrated ability to research and analyze problems and develop solutions.
  • Demonstrated ability to analyze a technical problem and its potential impact to PayPal and our developer network.
  • Demonstrated ability to manage multiple priorities and projects simultaneously, work in a fast-paced environment and accomplish results through influence while meeting deadlines.
  • Highly energetic personality: great team player with demonstrated ability to execute across a cross functional team.
  • Flexible and able to adjust priorities as situation demands.
  • Ability to acknowledge potential issues and escalate to appropriate team. Ability to exercise independent judgment.
  • BS/BA in Computer Science or related field, MS preferred.
  • 5-7 years of software engineering experience with at least 6 years of architecting designing and developing enterprise grade machine critical applications.
  • 3-5 years of experience in a Unix platform including scripting.
  • Well versed in JAVA with at least one certification in JAVA.
  • Strong verbal and written communication skills are a positive due to dynamic nature of discussions with other engineering and product teams.

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.


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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal’s 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.



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