Manager - Merchant Technical Support in Dublin at PayPal

Date Posted: 3/9/2018

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 210 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 PayPal Global Technical Engineer manager is responsible for managing a team of engineers who provide amazing tech. servicing to its merchant base. Leadership and adaptability are a key component to this position as it will require building strong relationships across the organization.


  • Continuously Expand our internal capabilities ramping our support team members in terms of technical expertise and certifications
  • Responsible for recruitment, career development/planning, performance and pay discussions of team members.
  • Develop a great place to work climate within the team, inspiring them sharing mid-long term vision, and create a real sense of inclusion
  • Must be able to work well in a fast paced team environment with constant change. 
  • Review and observe employees are following procedures, process flows and guidelines, and react proactively to any gaps. 
  • Work with peers to leverage best practices and understand new trends. 
  • Establish relationships throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes. 
  • Maintain acceptable level of job discretion. A part of performance is evaluated against the ability to make judgment calls, the ability to make sound decisions, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism. 
  • Completely customer focused, and liaises closely with senior management on product concerns to ultimately benefit the customer.
  • Develop strong working relationships across levels and functions to facilitate problem diagnosis and resolution in relevant areas.
  • Team advocate, representing teams interests when working with other support teams and stakeholders
  • Manages escalations as required, ensuring they are addressed within established SLAs. Be the point of contact for our internal stakeholders for high priority escalations. Reviews and determines root cause of escalation and makes recommendations to avoid such future escalations.
  • Coordinate activities of junior engineers assigned to the same feature or subsystem.
  • Provides coaching and training to others, particularly junior engineers who work on the same team or related features or product sub-systems. 
  • Can be given new projects or assignments with minimal supervision; has established working relationships that enable self-direction in gathering requirements and scoping work.
  • Understands and effectively utilizes internal company processes (SRE, NOC, RM, RE, DBA, QA, etc.) to assist in resolving live issues.

Knowledge, Skills and Abilities: 

  • Excellent interpersonal and leadership skills with the ability to coach and mentor effectively.
  • Ability to develop trusted partnerships with customers, teams and peers. 
  • Ability to think outside the box, ask questions and challenge the status quo 
  • Basic understanding of using KPI’s to measure team performance. 
  • Ability to engage cross functionally; behave in a selfless manner; support a collaborative culture, seeking what’s best for the organization. 
  • Ability to handle multiple projects and critical situations under pressure. 
  • Ability to properly communicate to leadership and executive teams in a regular basis and during critical situations.
  • Flexibility to adapt to different cultures and working styles across the organizations.

Technical Competencies: 

  • Experience with Debugging and troubleshooting.
  • Understanding of Web Services, HTML, JSON, XML, SOAP, NodeJS and RESTful APIs
  • Experience with Mobile devices such as iPhone, iPad, Android Devices, tablets, such as their operating systems, iOS and Android.
  • Understanding of Internet protocols and networking fundamentals including Firewalls, proxy servers, HTTP transport and errors; competency with command line tools in all major operating systems
  • Familiarity with supporting customers in variety of hosted and cloud based server environments including knowledge of major application servers/frameworks such as Java application servers, .NET Framework, and PHP application servers
  •  Basic understanding of Point of Sale/Payment Card processing is a plus. 

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.