Experience : 6-9yrs
Job description :
Must-Have Skills:
- 5+ years of expertise in Java and C++: Demonstrated experience developing in both languages; familiarity with C# is preferred.
- Proficiency in Spring Boot: A good understanding of Spring Boot for building microservices is an added advantage.
- Strong Database Experience: Experience in working with databases, preferably Oracle and Google BigQuery, including writing complex queries and optimizing performance.
- Coding Knowledge in Java or Node.js: Strong hands-on coding abilities in either Java or Node.js for application development.
- Knowledge of Network Operations: A solid understanding of network operations, load balancers, and router traffic management is essential.
- Object-Oriented Concepts & Data Structures: In-depth knowledge of object-oriented programming principles and data structures.
- Flexibility & Availability: The candidate must be flexible to take calls during late hours and should be available for urgent calls on weekends, as needed.
Responsibilities:
- Customer Service Support: Provide direct support to PayPal Customer Service agents, addressing high-impact issues in a timely manner.
- Bug Tracking and Management: Identify, verify, and document irregularities in PayPal Customer Service tools, post bugs as necessary, and ensure that these bugs are followed up and resolved.
- Technical Documentation & Resources: Generate and review detailed technical information, including sample code, FAQs, and white papers, to support agents and improve their troubleshooting capabilities.
- Presentation of Issues and Solutions: Present complex issues and their solutions to audiences of varying technical knowledge, providing technical and business leadership as needed.
- Efficient Workload Management: Manage assignments efficiently, ensuring that time-critical situations are resolved reliably and professionally.
- Monitoring Code Rollouts: Oversee live code rollouts, identifying and addressing issues that impact customer service operations.
- Tool and Process Development: Participate in the development of tools, systems, and processes to improve product supportability and overall support efficiency.
- Collaboration with Network Operations: Work with Network Operations and SWAT teams to address site issues, and create post-mortem documentation for future reference.
- Mentorship: Mentor other engineers and developers, providing technical guidance and sharing resources for professional development.
- Management & Reporting: Advise management on issues impacting customer satisfaction, and provide actionable recommendations for improvements.
- On-Call Responsibilities: Participate in a rotating schedule for night and weekend support, sharing on-call responsibilities with the team.
