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

Date Posted: 1/24/2022

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. 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.

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 254 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. Formerly Simility, the Risk/Platform as a Service team at PayPal is dedicated to helping companies prevent fraudulent activity with stand-alone products and integrated solutions that leverage machine learning, big data analytics and data visualization capabilities. Our solutions level the playing field against even the most sophisticated fraudsters by enabling analysts to create and configure detection mechanisms without having to write code. We are looking for a Technical Support Engineer to join our Risk/Platform as a Service Customer Success/Support team, to enable successful outcomes and offer best-in-class support to the Customers and Merchants that use our products and solutions. Our Technical Support Engineers are product experts who collaborate with customers and internal teams to ensure that customers and merchants are successful using our solutions to detect and reduce fraud. They continually build upon and apply their product knowledge and technical skills across the product suite and at every level of the customer engagement. They take ownership of reported customer tickets, commonly performing the following activities: triaging, troubleshooting, root cause analysis, training, documentation, lightweight project management, and generating data analytics to support Customer Success interactions.

Customer Success/Technical Support teammates successfully operate within the context of a global, geographically distributed, and cross-functional organization. Ultimately, the success for our team will be measured by customer satisfaction with the value of our products/solutions, SLAs, renewals and deepening commercial relationships.

Primary Responsibilities:

  • Help understand and solve the customer issues while using fraud protection products/solutions. 
  • Train the customer on using PayPal Fraud Protection products/solutions 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 in the ticket processing system. 
  • 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. 
  • Provide feedback from customers to the product development team in an effort to continually improve the product 
  • 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 to continuously improve our products and services.
  • Assist with customer API and reporting questions
  • Comfort using Linux command line for server performance issues, SQL and application troubleshooting

The successful candidate will have four to six years of experience in one or more of the following areas: 

  • Technical Product Support 
  • DevOps 
  • Solution Engineering 
  • Professional Services or Technical Project Management 
  • Customer Success in Technical area 
     

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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