DevOps Support Engineer

Looking for Ex PayPal Only Title: DevOps Support Engineer (Merchant Integration Support) Location: San Jose, CA (Hybrid 3 days onsite in a week) Duration: 12+ months Visa: No H1B Please only send candidates that are solid and good fits. Job Description — DevOps Support Engineer (Merchant Integration Support) About the Role We are looking for a DevOps Support Engineer to support PayPal merchant integration cases end-to-end, drive issue resolution with cross-functional teams, and build/optimize internal tools and platforms that improve integration support efficiency and quality. This role combines technical troubleshooting, incident/case management, and lightweight engineering to automate and scale support workflows. Key Responsibilities Own and manage merchant integration support cases, including intake, triage, tracking, escalation, and closure, ensuring timely and high-quality resolution.Troubleshoot PayPal integration issues across APIs, webhooks, SDKs, payment flows, and merchant onboarding scenarios; identify root causes and provide actionable guidance.Partner closely with Engineering, Product, Operations, Risk/Compliance, and external stakeholders to coordinate resolution plans and drive outcomes.Build and enhance internal support tools, dashboards, and automation (e.g., case routing, log/trace analysis, monitoring, data extraction, integration diagnostics).Improve support processes and documentation, including playbooks, runbooks, FAQs, and integration best practices for both internal and external audiences.Monitor system/integration health signals and merchant feedback to proactively identify recurring issues, reduce time-to-resolution, and improve merchant experience.Provide insights and report on case trends, SLA performance, and systemic gaps; propose and implement continuous improvements.Explore and apply AI/automation where appropriate (e.g., intelligent case triage, knowledge retrieval, summarization, anomaly detection) to improve support efficiency and quality.Required Qualifications 5+ years of professional experience in technical support, DevOps support, solutions engineering, or a similar role; experience in fintech/payments is strongly preferred.Familiarity with mainstream merchant support workflows and platforms/tools (e.g., ticketing/case management, knowledge base systems, monitoring/alerting tools).Strong troubleshooting fundamentals and understanding of software development lifecycle (SDLC) and release processes.Coding ability in at least one language: Python or Java (able to read/write scripts or services for automation and tooling). Excellent cross-team communication skills; able to translate business needs into technical actions and align stakeholders on priorities.Strong ownership mindset: proactive, independent, and able to drive issues to resolution in ambiguous situations.Interest in AI and automation; experience applying AI/ML or LLM-based tools in support/operations workflows is a strong plus.Preferred Qualifications Hands-on experience supporting payment gateway integrations, REST APIs, OAuth/authentication, idempotency, webhook event delivery, and callback handling.Familiarity with observability and diagnostics (logs, metrics, traces), and basic understanding of distributed systems.Experience with CI/CD pipelines, version control (Git), and environment management.What Success Looks Like Reduced merchant integration case resolution time through strong triage, effective escalation, and root-cause driven fixes.Improved support scalability via automation, diagnostics tooling, and clear runbooks.Strong collaboration across teams, resulting in fewer recurring integration issues and better merchant onboarding experience.Working Style Customer-first mindset with strong attention to detail and quality.Calm and structured under pressure; able to prioritize and manage multiple cases.Data-driven and continuously improving processes and tools. Team: Sandbox env and integration support Chance for Extension: depends on budget and performance Daily Responsibilities: Manage merchant integration support cases from intake through closure, ensuring timely resolution and high quality. Troubleshoot PayPal integration issues across APIs, webhooks, SDKs, payment flows, and onboarding, providing clear guidance on root causes, and collaborating with Engineering, Product, Operations, Risk/Compliance, and external stakeholders to coordinate solutions. Enhance support tools, dashboards, and automation, improve documentation and playbooks, and monitor system health and merchant feedback to identify recurring issues and providing insights on case trends and SLA performance, propose improvements, and apply AI/automation where appropriate to increase efficiency and quality. Top 3 Skills: 1 Solid core technical skills, including coding (Java/Python), Kubernetes (K8s), and related tooling. 2 Strong communication skills, with the ability to work closely with business stakeholders and engineering teams to understand requirements, provide timely updates, and drive issues to resolution. 3 Strong understanding of business and product functionality, with the ability to identify, analyze, and solve problems effectively. Nice to Have: Communication, technical skills and customer-faced experience Years of Experience: 5+ yrs of experience Degrees or Certifications: Experience based Thanks & Regards, Annu Kumari | annu.kumari@anviktek.com