Production Support Engineer
PayPal
Bangalore, Karnataka, India
3d ago

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.

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.

  • 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, OracleGood Knowledge on web technologiesSubstantial 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.
  • 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.

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