As a member of the specialized Engineering Operations team at PayPal, your role will involve providing critical support for PayPal's payments systems, automating key business operations, and triaging production issues with speed and precision. You will partner closely with engineering teams and external partners to restore functionality rapidly.
**Key Responsibilities:**
- **Production Support & Incident Management:**
- Provide Tier 2 / Tier 3 technical support for production issues across applications, APIs, and services.
- Lead or participate in incident response, rootcause analysis (RCA), and postincident reviews.
- Monitor system health, logs, alerts, and dashboards to proactively identify and mitigate issues.
- Ensure SLAs/SLOs are met and escalations are handled effectively.
- Participate in oncall/shift rotations, including weekends and holidays.
- **Engineering & Technical Troubleshooting:**
- Diagnose complex issues involving distributed systems, APIs, databases, and integrations.
- Analyze logs, metrics, traces, and dashboards to identify performance, availability, or data issues.
- Collaborate with engineering teams to reproduce, diagnose, and fix defects.
- Drive longterm fixes rather than shortterm workarounds.
- **Automation & Operational Excellence:**
- Build and maintain tools, scripts, or automation to improve operational efficiency.
- Improve monitoring, alerting, and runbooks to reduce MTTR.
- Identify opportunities to eliminate manual processes and recurring issues.
- **Documentation & Knowledge Sharing:**
- Create and maintain runbooks, SOPs, and technical documentation.
- Contribute to internal knowledge bases and support playbooks.
- Mentor junior support engineers and share best practices.
**Qualifications Required:**
- Bachelors degree in Computer Science, Engineering, or equivalent practical experience.
- 5+ years of experience in software engineering, tech operations, SRE, or production support roles.
- Strong understanding of web technologies, APIs (REST/GraphQL), and microservices.
- Handson experience supporting highavailability production systems.
- Proficiency with SQL and ability to analyze data for debugging.
- Experience working with Linux/Unix systems.
- Strong problemsolving skills and ability to work under pressure.
**Key Skills:**
- Production support & incident management.
- Debugging distributed systems.
- Rootcause analysis (RCA).
- Automation mindset.
- Crossteam collaboration.
- Clear technical and business communication.
At PayPal, diversity and inclusion are key values, and equal employment opportunity is provided to all individuals regardless of various characteristics.
PayPal offers a comprehensive benefits program that supports physical, emotional, and financial wellbeing, including generous paid time off, healthcare coverage, and resources for financial security and mental health. Additionally, a flexible work model allows for inperson collaboration and remote work opportunities. As a member of the specialized Engineering Operations team at PayPal, your role will involve providing critical support for PayPal's payments systems, automating key business operations, and triaging production issues with speed and precision. You will partner closely with engineering teams and external partners to restore functionality rapidly.
**Key Responsibilities:**
- **Production Support & Incident Management:**
- Provide Tier 2 / Tier 3 technical support for production issues across applications, APIs, and services.
- Lead or participate in incident response, rootcause analysis (RCA), and postincident reviews.
- Monitor system health, logs, alerts, and dashboards to proactively identify and mitigate issues.
- Ensure SLAs/SLOs are met and escalations are handled effectively.
- Participate in oncall/shift rotations, including weekends and holidays.
- **Engineering & Technical Troubleshooting:**
- Diagnose complex issues involving distributed systems, APIs, databases, and integrations.
- Analyze logs, metrics, traces, and dashboards to identify performance, availability, or data issues.
- Collaborate with engineering teams to reproduce, diagnose, and fix defects.
- Drive longterm fixes rather than shortterm workarounds.
- **Automation & Operational Excellence:**
- Build and maintain tools, scripts, or automation to improve operational efficiency.
- Improve monitoring, alerting, and runbooks to reduce MTTR.
- Identify opportunities to eliminate manual processes and recurring issues.
- **Documentation & Knowledge Sharing:**
- Create and maintain runbooks, SOPs, and technical documentation.
- Contribute to internal knowledge bases and support playbooks.
- Mentor junior support engineers and share best practices.
**Qualifications Required:**
- Bachelors degree in Computer Science, Engineering, or equivalent practical experience.
- 5+ years of experience in software engineering, tech opera
