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Technical Services Engineer in Chennai at PayPal

Date Posted: 5/20/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chennai
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    5/20/2019
  • Job ID:
    R0040458

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 277 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 Teammate Tools staff will be front-line intake and triage for escalated problems involving call center teammate application issues. The Teammate Tools staff will be responsible for validating, replicating and escalating issues to engineering and development teams and drive the issues to closure. This position will use all available technical means and business acumen to summarize and communicate the impact of inbound operational issues and internal teammate application issues to relevant parties. The Teammate Tools staff will proactively use monitoring tools to prevent issues from having operation impact.

  • Must have firsthand knowledge, experience, and understanding of a call center environment. 
  • Demonstrate the ability to use various internal logging systems to validate application issues and escalate appropriately
  • Self-starter approach to work, with an eagerness to consistently meet and exceed the expectations of our customers. Must be able to handle multiple issues and direct resources to intervene for critical issues and resolve non-critical issues by responding to end-users via tickets or chats.
  • Provides leadership and coordinates activities to drive resolution of reported issues. The qualified candidate ensures that the Global Operations’ needs and expectations are being met in a timely manner.  Represent and champion Global Operations’ interests during the life cycle of issues.
  • Conduct effective business review meetings with business operations and product owners to address and review operations issues and call drivers.
  • Must be able to effectively communicate, interact and liaise with our external customers, teammates and upper management.  Responsible for writing and communicating outages, maintenance and Executive updates for critical issues.
  • Detailed understanding of the architecture involved with high-availability web applications. Demonstrate ability to troubleshoot with minimal information (from front end business flow to back end API analysis). Must understand how various infrastructure issues may affect the functionality of high-performance web applications.
  • Must understand support ticketing lifecycle and be able to balance daily support work with immediate issues that need attention. Preferred candidates will have worked support positions previously in either a direct technical support capacity or customer support.
  • Obsesses about quality of work.
  • Influence product management on product direction and supportability. Ensure that we are providing guidance to product owners regarding issues that require process changes.

Qualifications:

  • Bachelor’s Degree in a technical field, preferably Software Engineering or Management Information Systems
  • 4 years of experience in a related support field
  • Understanding of the high-availability web environments
  • Strong written and verbal communication skills - must be able to create detailed, concise reports for executive and management notifications
  • PayPal customer service experience a plus
  • Must be able to replicate Teammate Tool issues
  • Must be a strategic thinker with proven problem solving skills
  • Must possess a demonstrated ability to research, analyze problems, and develop solutions independently.  Must seek out answers for problems independently and help to escalate issues to resolution with the proper amount of drive.
  • Must be able to work towards the required level of detail in reported issues - including screenshots, steps to reproduce, impact assessment and associated logging information.
  • Must possess a demonstrated ability to manage multiple priorities and projects simultaneously, work in a fast-paced environment and accomplish results through influence while meeting deadlines.
  • Must be able to conduct on-call rotation responsibilities per on-call schedule.
  • Ability to use various internal troubleshooting systems to validate application issues and escalate appropriately.

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.

R0040458