Sr Manager, Technical Support

Overview
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Sr Manager, Technical Support
role at
PayPal .
Job Description Summary
This job involves leading complex projects that require deep understanding of business trends. The role participates in problem resolution by applying functional expertise to diverse technical challenges. Determine methods for special assignments, oversee team performance, and mentor team members, drive global process improvements and ensuring alignment with organizational goals. Leverage cutting-edge artificial intelligence technologies to innovate, enhance servicing, and elevate organizational performance. Drives AI adoption within the organization, identify use cases to implement AI solutions that enhance servicing and augment operational processes. Collaborate with cross-functional teams to design and deploy innovative AI-driven tools, systems, and methodologies that improve customer outcomes and optimize team performance. Stay ahead of industry advancements in AI technologies, and advocate for their integration to address technical challenges and elevate service delivery.
Essential Responsibilities
Manage a team of technical support professionals, ensuring timely and effective resolution of technical issues.
Develop and implement troubleshooting protocols and maintenance processes to enhance system reliability and minimize downtime.
Drive root cause analysis for complex technical issues, driving solutions that address underlying problems and prevent recurrence.
Guide others to identify opportunities for optimizing processes and improving system performance.
Establish and enforce best practices for technical support, ensuring compliance with organizational and industry standards.
Oversee the maintenance and repair of systems and equipment, ensuring operational efficiency and extending asset lifespan.
Evaluate and integrate new tools, technologies, and methodologies to improve support functions and streamline operations.
Monitor key performance metrics related to technical support operations, providing regular updates and actionable insights to leadership.
Advocate for continuous improvement initiatives, fostering a culture of technical excellence and proactive problem-solving within the team.
Minimum Qualifications
Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.
PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit
For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
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
Who We Are
To learn more about our culture and community visit
Commitment to Diversity and Inclusion
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
Belonging at PayPal
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
If you have a general request for consideration of your skills, please join our Talent Community. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
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