Lead Technical Support Engineer

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Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the Team and Role: This role is part of eBay's Developer Ecosystem Technical Support team, which is dedicated to providing outstanding support to developers and partners using eBay's Public APIs. The Lead Technical Support Engineer will play a crucial role in ensuring the smooth operation and support of eBay's Public APIs, working closely with multi-functional teams to resolve complex technical issues and improve the developer experience.

Responsibilities:

• Lead and manage a team of technical support engineers, providing guidance and mentorship.

• Serve as the primary point of contact for escalated technical issues related to Public APIs, ensuring timely and effective resolution.

• Collaborate with engineering, product management, and other teams to address and resolve technical challenges associated with Public APIs.

• Develop and implement standard methodologies for technical support processes and tools specific to Public APIs.

• Analyze support metrics and trends to identify areas for improvement and drive initiatives to enhance service quality for Public API users.

• Participate in the design and implementation of new support tools and systems for Public APIs.

• Provide technical expertise and training to team members and other collaborators on Public API usage and troubleshooting.

Qualifications:

• Bachelor's or Master’s degree in Computer Science, Information Technology, or a related field.

• 8+ years of experience in technical support, with at least 2 years in a leadership role.

• Strong problem-solving skills and the ability to troubleshoot complex technical issues related to APIs.

• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.

• Experience with support tools and systems, such as Jira, CRM.

• Experience with RESTful, GraphQL APIs.

• Experience with Developer Program, Public APIs and services is a plus.

What You Will Bring:

• A proactive approach to identifying and resolving technical issues related to Public APIs.

• The ability to lead and inspire a team to achieve high levels of performance.

• A commitment to continuous improvement and innovation in support processes for Public APIs.

• Strong organizational skills and the ability to manage multiple priorities.

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$166,400 - $261,800

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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