PayPal Global Technical Support Engineer 

Brazil, São Paulo, São Paulo 

415982436

What you need to know about the role:

Job Description:

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 andsolving the customerissues whileusing fraud protectionproducts/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 developmentteam to continuallyimprove the product.

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

• Participate in specialprojects/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 willhave four tosix 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 orTechnical ProjectManagement

• 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/PaymentFlow and/or theFraud Risk Management domain (Online Fraud, Carding Attacks, Account Takeover, New Account Origination, Chargebacks, Refund and Dispute Processes, etc)

Our Benefits:

Any general requests for consideration of your skills, please