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Global Tech Support Engineer in Mexico City at PayPal

Date Posted: 9/10/2020

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.

At PayPal, we’re reimagining money. We’re creating a better shopping experience, from start to finish, no matter what’s being bought, how it’s being paid for, or where it’s being sold. We are laser focused on creating a better way for merchants and consumers to pay and get paid. Putting customers’ needs first, we’re redefining the payment category. We’re helping merchants and businesses of all sizes compete and thrive in the fast changing world of mobile, social, local, and digital driven commerce. The BIzOps LIVE Support Engineer role within Payments Products & Engineering will support the payment production environment and drive resolution of critical issues for PayPal’s top merchants, partners, and tenants.

This role is responsible for management of critical real-time payment issues centered on transaction processing/money movement for PayPal Inc. As a core engineer you will work as a Level 1 & Level 2 escalation point for critical production issues with respect to overall PayPal processing of Credit Card, Bank, Rewards, This also includes tenant processing such as Braintree, Venmo, Paydian, and Xoom entities . You will primarily be responsible for working with internal/external teams maintaining the environment and driving critical processing issues to resolution. You will also be responsible for analyzing the existing monitoring and alerting mechanisms to identify gaps and improvement opportunities in the processing environment. Your role will consist of creating, documenting and implementing scalable, standardized procedures and solutions to address the identified gaps, while developing an understanding of the payments platform. You will work alongside experienced teams with both business and technical skills. We’re looking for a talented individual with a keen desire to understand our products and services and push our technology forward. You will need to be collaborative as we work on processes that build new experiences and improve existing products that power one of the world’s largest payments websites. 


  • Provide Operational relationship Support and become a key escalation contact for global payment processing issues with an emphasis in our Latin America markets. 
  • Be an active member of an Operational Support team for PayPal Bank/Card/Rewards processing Document standard operating procedures for level 1 & 2 support cases 
  • Support and enhance payment monitoring, alerting, and batch escalation mechanisms Build and maintain strong relationships with internal groups such as Product Management, Product Development, Operations, Inc. Entities, and External Partners. 
  • Drive critical production issues to resolution and active discussions with Multiple Teams 
  • Identify opportunities to enhance product, process, and environmental issues. Inform top merchants of production issues and planned maintenance activities. 
  • Provide and/or review daily, weekly, and quarterly platform goals/metrics. 
  • On-call support rotation

Language Skills – Fluent in English, Spanish, and Portuguese

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