Staff Site Reliability Engineer

The Company

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. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

What you need to know about the role:

This position offers an opportunity to work as a Site Reliability Engineer in the PayPal Command Center Production Operations team troubleshooting complex production site issues while collaborating with various other Command Center teams, Product Development teams and Technical Support teams that interface with merchants and customers. It offers an opportunity to build automation, find long term solutions to permanent problems and improve the reliability of our systems.

Meet our team:

The Production Operations (Prod Ops) team is part of the PayPal Command Center. The Command Center Site Reliability Engineers are the core of the response team for critical incidents that affect PayPal’s merchants and customers. In addition to actively contributing to PayPal’s monitoring and automation platforms, Production Operations engineers will leverage their system knowledge and software engineering skills to quickly identify and remediate production impacting incidents.

Job Description:

Your way to impact:

• You directly contribute to maintaining the availability of the PayPal production site and improving its reliability.

• You work on troubleshooting complex production site issues that affect our merchants’ and customers’ ability to use the PayPal products.

• You work on building automation involving monitoring and site management.

• You work on finding long term solutions to problems.

Your day to day:

• First responders to any system and application events/impacts that are detected in the PayPal Command Center by various monitoring systems.

• Develop and enhance production monitoring and management capabilities leveraging existing platforms and tools.

• Work independently and within a team to triage and remediate production system and application incidents.

• Handle escalations from PayPal partners about critical issues

• Work with Technical Duty Officer and other support teams inside and outside the Command Center in troubleshooting, escalating, and resolving critical site incidents.

• Identify recurring system and application issues and work with cloud teams, infra teams, product development, vendors and other stakeholders in investigating and resolving cause.

• Send external communications regarding outages to PayPal merchants, partners and customers.

• Maintain accurate documentation of site incidents, including impact details, timelines, steps ta