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Technical Services Engineer 2

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Job Description

Time Type:

Full time

 

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.

 

Job Description Summary:

Teammate Tools Support Engineer:

The Teammate Tools Support Engineer performs front-line intake, triage and escalation of issues impacting PayPal’s call centre teammate applications. As part of the Teammate Tools team, you will develop a deep technical understanding of the tools and applications that PayPal's Customer Service teammates use to support customer queries, and will be responsible for analysing, escalating and driving the resolution of technical issues impacting teammate productivity.
Our Teammate Tools Support Engineers own the end-to-end process of an impacting issue and collaborates closely with engineering teams and product development teams to ensure best in class technical support, issue resolution and issue related stakeholder communications.

 

Job Description:

Job Description

 

  • Perform front-line intake, troubleshooting and escalation of live technical Customer Services tools issues impacting CS teammate productivity. 
  • Work directly with product developers and engineering teams to drive impacting tools issues to resolution.
  • Utilise assessment and monitoring tools to assess impact in realtime and set issue prioritisation based on impact data.
  • Communicate technical issue updates to leadership and business stakeholders.
  • Conduct effective service review meetings with stakeholders from business operations and product teams to identify productivity painpoints, impact drivers and explore opportunities to improve tools and support services.
  • On call rotation schedule to provide cover for major and critical tools incidents.

 

What you need to bring

  • First-hand knowledge, experience, and understanding of application technical support, preferably in a call centre environment.
  • Experience and understanding of a support ticket lifecycle in a technical support role that puts you in direct contact with users and business operations stakeholders.
  • Demonstrate the ability to use internal logging systems to validate application issues, determine impact and escalate appropriately.
  • Self-starter approach to work, with an eagerness to consistently resolve impacting issues in a timely manner and improve the service experience for teammate and ultimately our customers.
  • Must be able to handle multiple issues in a fast paced environment and be comfortable directing resources to intervene for critical issues.
  • The ability to collaborate with engineering, product and business operations teams with a focus on influencing issue resolution and problem solving.



Qualifications/ Education/Experience/Skills:
• 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 application and web environments 
• Strong written and verbal communication skills - must be able to create detailed, concise reports for executive and management notifications
• Experience in application debugging, researching, analyzing problems, and developing solutions independently.

• Experience with monitoring and analysis tools. (Experience with Splunk, SignalFx and Kibana preferred)

Set alert for similar jobsTechnical Services Engineer 2 role in Chennai, India
PayPal Logo

Company

PayPal

Job Posted

10 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

Software Development and Software Engineering

Locations

Chennai, Tamil Nadu, India

Qualification

Bachelor

Applicants

Be an early applicant

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