At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

What you need to know about the role:

The Risk as a Service team at PayPal is dedicated to helping companies prevent fraudulent activity and manage disputes with products and integrated solutions that leverage machine learning, big data analytics, data visualization and automation capabilities. Our solutions level the playing field against even the most sophisticated fraudsters by enabling analysts to create and configure detection mechanisms without having to write code. We are looking for a Technical Support Engineer to join our Risk as a Service Lifecycle Product Success and Support team, to enable successful outcomes and offer best-in-class support to the Customers and Merchants that use our products and solutions. 

Meet our team:

Our RaaS Technical Support Engineers are product experts who collaborate with merchants and internal teams to ensure that customers are successful using our fraud protection and dispute management solutions to detect/reduce fraud and manage disputes in an automated fashion. They continually build upon and apply their product knowledge and technical skills across the product suite and at every level of customer engagement. They take ownership of reported customer tickets, commonly performing the following activities: triaging, troubleshooting, root cause analysis, training and knowledge transfer, documentation, feature enablement, generating data analytics, and lightweight account management to support Customer Success goals.

Job Description:

Your way to impact:

Customer Success/Technical Support teammates successfully operate within the context of a global, geographically distributed, and cross-functional organization. Ultimately, the success for our team will be measured by customer satisfaction with the value of our products/solutions, SLAs, renewals and deepening commercial relationships.

This position is located in Sao Paulo, Brazil and will require flexibility around working hours (shift availability on a periodic basis) to be reviewed/discussed during the recruiting process, specifically an willingness to work flexibly with shifts between 9AM to 10 PM Brazil hours.

Your day to day:

• Taking ownership in understanding and solving the customer issues while using fraud protection products/solutions. 

• Serve as the front line for technical troubleshooting, including coordinating other resources for issue escalation as appropriate and defined by the customer contract.

• Ability to methodically field/handle customer escalations or time-sensitive issues/conditions related to fraud or dispute management.

• Assist with basic customer integrations and reporting questions.

• Train the customer on using PayPal Fraud Protection products/solutions and features, including the ability to write custom rules, triggers, etc.

• Collect and provide feedback from customers to the product development team to continually improve the product. 

• Assist in clear specification of feature requests, bug reports, and professional services requests. 

• Maintain clear records of customer interactions in the ticket processing system.

• Provide feedback from customers to the product development team to continually improve the product.

• Assist in clear specification of feature requests, bug reports, and professional services requests.

• Participate in special projects/initiatives: innovate and implement large-scale quality improvements to processes and/or systems by conducting data analysis and making recommendations to continuously improve our products and services.

• Assist with customer API and reporting questions.

• Willingness to learn new technologies and tools to better serve customer needs.

• Understands role/dynamics of being a team playe: possessing the ability to develop rapport and work well with cross-functional teams while also demonstrating the initiative to take ownership of an issue through resolution. 

What do you need to bring:

The successful candidate will have four to six years of experience within a related industry (such as FinTech, Enterprise Software, Information-Tech or eCommerce) and in one or more of the following areas: 

• Technical Product Support 

• DevOps 

• Solution Engineering 

• Professional Services or Technical Project Management 

• Customer Success in Technical area 

Additionally, the candidate should have some working knowledge or experience with the following technologies:

• Linux command line for server and network performance issues, SQL and application troubleshooting.

• Cloud Environment Technologies (SaaS, PaaS, IaaS).

• Experience with Databases: ability to construct SQL queries to fetch desired data. 

• Exposure to Kubernetes deployments.

• Some understanding of eCommerce/Payment Flow and/or the Fraud Risk Management domain (Online Fraud, Carding Attacks, Account Takeover, New Account Origination, Chargebacks, Refund and Dispute Processes, etc)

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit https://www.paypal.com ,  https://about.pypl.com and  https://investor.pypl.com.

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].

Any general requests for consideration of your skills, please Join Our Talent Community.