The Role
Provides Level 1 technical support for PPRO users, troubleshooting complex issues, monitoring systems, and delivering white-glove assistance through email, Slack, and phone. The intern will analyze and improve support processes and documentation, collaborate with Engineering and Operations teams, monitor dashboards, diagnose technical problems, and identify opportunities to improve user experience. The role includes 24/7 shift rotation, including weekends, and hybrid onsite work.
Summary Generated by Built In
At PPRO, we simplify access to local payments - providing a local payments platform that empowers giants like PayPal, Stripe, and Microsoft to connect with billions of consumers worldwide. We are on an ambitious, fast-paced mission to 3x our growth by 2028 - and we’re just getting started.
Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you’ll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you’re ready to leave your footprint on global commerce, join us.
Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you’ll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you’re ready to leave your footprint on global commerce, join us.
The Purpose:
As an Intern, you will be part of our growing Global Technical Operations. As a Level 1 Support, you’ll spend most of your time interacting directly with our users and ensuring they have a stellar PPRO experience. Many of our Technical Operations team members grow to specialise in focus areas like TechOps, DevEn, Engineering, and Product. If you embody a user-first mindset, are exceptionally tech-savvy, and are an outstanding communicator, we want to hear from you!
What You’ll Be Doing
- Become the expert in all PPRO products, profoundly understanding our processes and workflows to resolve user issues
- Analysing and improving the PPRO support experience, providing contextual insight regarding users’ experience with support to senior stakeholders
- Analyse and optimise our support documentation and processes to enhance users’ experiences and help scale our operations
- Work with Engineering and other Operations teams to diagnose and solve technical problems
- Develop relationships with users and identify opportunities to improve support and overall experience with PPRO
- Eyes on Glass monitoring using PPRO’s extensive Monitoring Tools
- Spend the majority of your time troubleshooting complex issues and communicating with PPRO's highest value users, providing a “white-glove” support experience by email, Slack and occasionally by phone
Some of the technologies you’ll get to work with
- Monitoring tools and dashboards: DataDog, Grafana (preferred)
- BigQuery - basic knowledge (preferred)
You’ll Need
- Problem-solving mindset with a learning-first approach.
- Security awareness in operational contexts.
- Curiosity for systems, monitoring, and modern tooling.
- Strong written/spoken English communication skills.
- Collaborative attitude and adaptability.
- Willingness to join a 24/7 shift rotation covering weekends.
Nice-to-haves
- Exhibits an investigative mindset, strategic thinking, great attention to detail, and
- cross-functional coordination skills
- Embodies an empathetic, user-first mindset and embodies PPRO’s operating principles
- Programing language Java (preferred)
- AWS Cloud knowledge (basic)
What's in it for you?
Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year.
Learning and Development - We offer a 3,000 BRL annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.
Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including life insurance, health insurance + dental plan and travel insurance.
Meal vouchers - BRL 54/ day - Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers. You will also have the choice between meal allowance, supermarket voucher or both (splitting the total value in two)
Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.
Transportation Voucher - we will cover your costs of commute!
Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet
New Value (Deals & Coupon Platform) - Get attractive discounts to restaurants, stores and events
Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
SESC - private institution that makes available Education, Health, Culture and Recreational programs and events and provides Social Assistance to our employees and their dependents.
Pet-friendly office- Because work is better with your paw-tners by your side
Our Principles:
We get things done: We are courageous; we take ownership, make decisions and get things done.
We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent
We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.
We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.
We work as a team: We collaborate closely and value team success over individual achievement.
Skills Required
- Problem-solving mindset with a learning-first approach
- Security awareness in operational contexts
- Curiosity about systems, monitoring, and modern tooling
- Strong written and spoken English communication skills
- Collaborative attitude and adaptability
- Willingness to join a 24/7 shift rotation covering weekends
- Investigative mindset, strategic thinking, and strong attention to detail
- Cross-functional coordination skills
- Empathetic, user-first mindset
- Programming experience with Java
- Basic AWS Cloud knowledge
- Basic BigQuery knowledge
- Experience with Grafana
Am I A Good Fit?
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The Company
What We Do
PPRO is a fintech company that provides digital payments infrastructure to businesses and banks so that they can scale their checkout, acquiring, and risk services through one connection. Payment platforms, acquirers, and merchants that plug into PPRO’s infrastructure are able to access payment methods, fraud screening tools, and other essential products from multiple providers. Every product can be deployed and controlled with clicks, not code. And with the company's orchestration layer directing process flows and data like clockwork, PPRO’s partners can rest easy knowing they’re delivering seamless end-to-end services to their customers. Citi, PayPal, and Stripe are just some of the names that depend on PPRO to accelerate their roadmaps, boost their conversions, and eliminate the complexities of digital payments.
