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NOTE: If your name is hyphenated or has multiple capitalization, please use the same format as your government ID. Job Description Summary: We're looking for a highly technical go-getter and problem-solver to join our Senior Technical Support Team. This person will drive value for our merchants by delivering expert assistance in the style of Braintree’s white-glove service experience. With our core values of Ask Why, Care A Lot, and Solve Together in mind, our Technical Support team provides first-touch support to merchants and developers via phone and email. Leveraging your existing experience of Braintree’s products and technical integration methods, this candidate should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base. Job Description: Technical Merchant Servicing: Senior Tech Support reps spend the majority of their time servicing merchants and developers via email and phone. Since every merchant has a unique goal for their business, it’s up to this team to leverage their knowledge, creativity, and ability to troubleshoot to find the best solution for every scenario. Here are just a few examples of the types of expertise you’ll offer on any given day: Integration Troubleshooting & Solutioning: As reigning experts on Braintree’s products, tools, and features, Senior Tech Support reps help merchants and developers build their integrations with Braintree’s API and provide detailed support post-launch to ensure their payment stack works as designed. Seniors know the Braintree SDKs inside and out and can immediately identify validation errors, client-side and server-side issues, and wide-spread platform emergencies. Payment Processing Authority: Seniors are also proven resources for navigating the complexities of payment processing, banking partner relations, and how the ever-evolving payments industry works across the globe including the adoption of new Strong Customer Authentication, card brand mandates, and new payment technology adoption. Beyond the Queue: In addition to supporting merchants, Senior Tech Support reps take on project work and responsibilities that are integral to the success of the Support team and Braintree/PayPal at large. This is a specialized role and every Senior’s contributions will look a bit different. High-level examples include: Subject-matter expertise: in addition to well-rounded knowledge in all technical support functions, Seniors will have spent time carving a niche in a specific product or topic(s) like 3D Secure/PSD2, Fraud Prevention, Card Processing Mandates, and more. Cross-team Collaboration & Stakeholdership: Seniors not only share their subject matter expertise with merchants and teammates, but also use their knowledge to influence and drive decision-making across teams, acting as stakeholders for product, engineering, and payment operation teams across business units. Training & Communication: This group helps create the material and experiences necessary to prepare the team for advanced subjects or upcoming changes. This may include meeting content, specialized training, merchant communication templates, and test integrations. Incident Coordination: Seniors act fast to shepherd the team through processing incidents and outages as they arise, partnering with Incident Coordinators & Product leads to ensure all bases are covered. This may include creating reactionary merchant communication, consulting on merchant & team impact, and attending retroactive meetings to assess ongoing impact. Flexible Scheduling: Seniors are ready to proactively flex where needed throughout the day, assessing where they can be most impactful whether that’s in the Tech Support queue or assisting another team. Requirements: First and foremost, Senior Technical Support reps must meet (and have experience in) all requirements for the Technical Support Role. Because this is an in-role promotion, they must also have a track record of performing many of duties listed in the Senior day-to-day responsibilities prior to being eligible for this promotion. Promoted teammates must also: 9 months on BT Tech Support Currently participating at a high level in 2 or more out-of-queue responsibilities (training, shadowing, mods, QA, stakeholder, interviewing, etc.) Lead approval Comfortable to own work from any of our specialized queues (advanced knowledge in technical concepts and payment processing), and/or be cross-trained in other GTS queues Believe in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together. Enjoy leveraging organizational skills to get things done, and uses time effectively in order to focus on what’s most important. Easily pose future scenarios, think globally, and help the team make tough decisions based on a mixture of analysis, experience, and judgement. Consistently speak up, bring fresh ideas to the table, and be quick to action on projects or initiatives. Be a self-starter, independent learner, and have unparalleled resourcefulness. Feel brave leaping into the unknown and agile in an environment that is constantly changing. Love swimming in solutions versus dwelling on problems. Possess strong communication skills and be able to tailor the message to the audience, from merchants and developers to internal peers and senior leadership. Have a strong interest in fintech and emerging payment trends. Be excited about diving into and troubleshooting code and payment processing issues – previous experience servicing Braintree developers is a requirement. Possess strong decision making skills to prioritize urgent merchant requests and escalations. Be flexible to join global meetings or take off-hours escalations when needed. Comfortable with the occasional rotating evening, weekend, or holiday shift: will generally work one weekend day per month in exchange for a weekday off and a few holiday shifts throughout the year. 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 remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.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 paypalglobaltalentacquisition@paypal.com. As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.