Production Support Engineer

Who we are

 

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 392 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.

 

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Job Description Summary:

The Common Platform Engineering Operations Tools team is looking for a highly motivated Product Support Engineer. As a member of the CS SWAT team, you will primarily be responsible for identifying, investigating and resolving top issues for PayPal's customer service tools team (Customer service agents, Business Unit, and occasional Exec escalations). You will work closely with PayPal Product, QA and Engineering group to understand and solve CS tools live site issues, and Network Operation to address server issues. In addition you will be a key member of the technical team charged with creating an exceptional CS tools user experience for the CS teammates.

Job Description:

• Provides direct support to PayPal Customer service agents.

•Identifies, verifies and documents irregularities in PayPal CS tools functionality, including posting appropriate bugs. Project-manages posted bugs when appropriate (i.e. follow up and make sure they are addressed)

•Generates and reviews in-depth technical information (sample code, white papers, FAQs, Snippets) for distribution to agents.

•Presents issues and solutions to audiences of varying sizes. Provides recognized technical and business leadership and is able to provide deep technical support across a range of functionality,

•Manages workload and other assignments efficiently while being able to resolve time-critical situations reliably and professionally.

•Monitors code rollouts (Live) for issues effecting customer service agents.

•Participates in the development of tools, systems and processes aimed at improving product supportability or overall support productivity.

•Works with Network Operation and SWAT to address sites issues Creates post-mortem and resolution documentation for issues.

•Mentors other engineers and developers by providing technical and business related guidance and resources.

•Advises management and appropriate groups on support issues which impact customer satisfaction and provides recommendations for appropriate actions.

•Night and weekend support, on a rotating schedule, is required.

•Share on-call responsibilities.

• Requirements:

2+ years advanced-level experience with OpenStack
7+ years advanced-level experience with Linux• Experience with at least one high level programming language like Python, Ruby, or Java (Java is preferred)

OpenStack experience preferred
Preferred experience with configuration management systems like Chef or Puppet (Puppet is preferred)
Preferred advanced-level experience with computer networking, and storage

• Provides direct support to PayPal Customer service agents.
• Identifies, verifies and documents irregularities in PayPal CS tools functionality, including posting appropriate bugs. Project-manages posted bugs when appropriate (i.e. follow up and make sure they are addressed)
• Generates and reviews in-depth technical information (sample code, white papers, FAQs, Snippets) for distribution to agents.
• Presents issues and solutions to audiences of varying sizes. Provides recognized technical and business leadership and is able to provide deep technical support across a range of functionality,
• Manages workload and other assignments efficiently while being able to resolve time-critical situations reliably and professionally.
• Monitors code rollouts (Live) for issues effecting customer service agents.
• Participates in the development of tools, systems and processes aimed at improving product supportability or overall support productivity.
• Works with Network Operation and SWAT to address sites issues Creates post-mortem and resolution documentation for issues.
• Mentors other engineers and developers by providing technical and business related guidance and resources.
• Advises management and appropriate groups on support issues which impact customer satisfaction and provides recommendations for appropriate actions.
• Night and weekend support, on a rotating schedule, is required.
• Share on-call responsibilities.
• Design and implement multi-tier software applications, document and test systems, modify as necessary.
• Work independently and with other engineers, architects, managers, QA and Operations teams, design and develop strategic and tactical processes and create solutions that meet business requirements.
• Spends most of the time developing code, and efficiently produces elegant, clean code with no unnecessary complication or abstraction.
• Code is well-commented, easy to maintain, and can be reused across a sub-system or feature. Code may persist for the lifetime of a software version.
• Code is thoroughly tested with very few bugs, and is supported by unit tests.
• Beginning to lead feature or sub-system design reviews and code reviews and be recognized as the go-to Developer for that component.
• Provide technical leadership and mentoring to one’s team members, and throughout other groups.
• Proficient in  industry and technical expertise; mentor and coach others, and possess: 
  • Substantial skill in Pega 6.x and 7.x versions, Java, Oracle
  • Good Knowledge on web technologies
  • Substantial Functional Knowledge of one or more financial domains
• Can be relied on to deliver features and sub-systems on time and to requirements
• Works well within a team, and contributes effectively to the success of those that they interact with regularly.
• Understands and is able to reason about the business, as it relates to their area of expertise.
• Good understanding of software engineering methodologies such as Waterfall and Agile methodologies.
• Should have worked with cross cultural teams distributed geographically.
• Should possess good knowledge in Java or Web technologies
• Should have experience in any backend databases like Oracle 11g database, MS SQL Server, MySQL including schema design, PL/SQL, stored procedures.
• Should have exposure to Configuration Management tools
• Must be able to do PEGA PRPC design & development
• Should be able to independently trouble shoot technical issues
• Should be willing to deal with ambiguity and get to more clarity
• Should be able to constantly innovate and keep pace with industry best practices in BPM development
• Should communicate effectively and take up pressure when needed.

Subsidiary:

PayPal

Travel Percent:

0

Primary Location:

Bangalore, Karnataka, India

Additional Locations:

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 [email protected].