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Technical Support Engineer in Hyderabad - Western Aqua at PayPal

Date Posted: 9/22/2021

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. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

Technical Support Engineer

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 375 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.
 

Who we are:

The Externalization team is responsible for Go-To-Market for PayPal’s multiple platform product capabilities ranging from Treasury, Privacy, Security and Risk Platforms. The team comprises of SMEs who would work with Account Executives and Customer Success Managers to understand the Partner/Merchant business challenges, envision the solutions, and turn the vision into reality. 

We are seeking a well-experienced, hands-on Support Lead to lead our Go-To-Market activities for FX & Treasury related products. This individual will be the SME for these products and work with Market Professional Services leads and Account Executives as required, both in the office and in the field throughout the Pre-Sales stage to post-launch support activities related to FX / Treasury products.  Be the ‘voice of the customer’ when providing feedback to Product Managers, Technology Leads, and other internal groups on new functions and feature enhancements.

Job Description for Support Lead – FX & Treasury Solutions:

What you’ll do:

  • Provide support to account teams and help in implementation and post-Live support for the merchants.
  • Help understand the main customer issues around a variety of different PayPal products – especially Foreign Exchange, Treasury and eCommerce related aspects
  • Train the customer PayPal products including the ability to customizing it to adapt to their needs 
  • 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. 
  • Collaborate with internal teams to solve issues we’ve never encountered before on behalf of your merchants
  • 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 
  • Assist with customer API and reporting questions 
  • Work with the largest organizations across the world to help pilot our products & solutions. This individual would work closely with the CSM & Account Executives and be the SME for PayPal products to our global merchants.
  • Work with merchants in a consultative manner, fully answering merchant questions related to our products, and anticipating additional needs.
  • Assist merchants with reporting and reconciliation, using our existing reporting tools to understand business calculations and the implications of these metrics on customer objectives
  • Be the Go-To-Person for specified product related queries from Global Customer Success teams. 
  • Always look for ways to “force multiply” by creating tools, resources, and documentation that can be leveraged by our Global Customer Success teams as well as other stakeholders
  • Maintain regular communication with both the Merchant/Partner and internal teams, and constantly manage client expectations

Who you are:

  • Minimum 2 years in an Account Management, or other customer-facing, role
  • You have great domain experience in payments & have worked previously on FX and eCommerce related solutions.
  • You are an enthusiastic and rapid learner
  • You can leverage your executive presence and strong business acumen to become a trusted advisor to our partners
  • You have strong interpersonal skills and the ability to speak to diverse audiences and across functional areas to build a cohesive message and create consensus
  • You focus on the ‘Why’ as much as the ‘How’
  • Proficiency with Support tools like Zendesk, Salesforce, etc
  • You have excellent communication skills, both written and verbal
  • You can develop deep understanding of our products and technology and determine the proper merchant and consumer solutions 
  • You have great problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and well, and know when to rely on internal resources to assist
  • You have strong conflict resolution and negotiation skills

Your Experience:

  • Bachelor’s degree or equivalent experience in fin-tech and/or computer science
  • 4+ years in Payments (Credit Card, Banking, Online, Offline) especially with ecommerce systems, payments gateways and/or payment processors
  • 2+ years of experience/exposure in the following areas:
    • Account Management or equivalent Customer success roles.
    • Managing Global customers
    • Supporting e-commerce merchants with global footprint.
  • Prior experience in FX & Treasury related solutions is preferred.
  • Developing custom reports based on client needs, leveraging the data from multiple internal systems.

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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.

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