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About the Role
This role provides advanced production/application support, drives automation initiatives to reduce manual effort, and improves system reliability and operational efficiency across business-critical platforms. Experience with AI-powered tools and intelligent automation is a strong plus. Experience with Call Center / Contact Center technologies is highly desirable.
Responsibilities
- Provide L2 production support for customer-facing and internal business-critical applications.
- Troubleshoot, analyze, and resolve complex issues across distributed systems and integrations.
- Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
- Design and implement automation solutions to reduce operational toil and improve MTTR.
- Develop scripts/tools for monitoring, alerting, log analysis, and self-healing workflows.
- Support and maintain contact center platforms and integrations.
- Partner with Engineering, QE, Infrastructure, and Business teams during releases and incidents.
- Participate in on-call rotations and ensure SLA compliance.
- Drive continuous improvement of support processes and platform stability.
Requirements
- 5+ years of experience in Application Support / Production Support / L2 Support / Site Reliability Engineering roles.
- Strong scripting or programming skills (Python, Java, Shell, or similar).
- Experience building or maintaining automation frameworks.
- Experience with REST APIs, batch jobs, and integration-based systems.
- Hands-on experience with monitoring and observability tools.
- Strong troubleshooting skills in high-availability environments.
- Excellent communication and documentation skills.
- A proactive engineer who prefers automation over repetitive manual tasks.
- Someone who can move from reactive support to building self-healing systems.
- Comfortable operating in complex, high-scale contact center environments.
- A strong collaborator with clear communication skills.
Skills
- Python
- Java
- Shell
- REST APIs
- batch jobs
- integration-based systems
- monitoring tools
- observability tools
- Genesys Cloud
- IVR systems
- ACD routing
- call flows
- workforce management integrations
- AI tools
- LLM-based assistants
- automation bots
- AWS
- GCP
- Azure
- CI/CD
- DevOps
- SQL
- NoSQL databases
- performance troubleshooting
- load analysis
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- $98,000 - $130,800
Benefits
- Target bonus
- Restricted stock units
- Full range of medical benefits
- Financial benefits
- 401(k) eligibility
- Various paid time off benefits
- PTO
- Parental leave
About the Company
- eBay is a global ecommerce leader changing the way the world shops and sells.
- Our platform empowers millions of buyers and sellers in more than 190 markets around the world.
- We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
- 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.
Equal Opportunity
- 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 talent@ebay.com. 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.
- It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.