Technical Support Specialist
TLDR
Own high-level technical escalation and act as the bridge to Engineering to drive RCA, data standards, and backlog health.
High-Level Technical Escalation: Serve as the final point of contact for complex technical issues before they reach Engineering. Own the "unsolvable" problems and drive them to resolution.
Root Cause Analysis (RCA): Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects.
Engineering Liaison: Partner with Product and Engineering teams to advocate for bug fixes and product improvements based on data-driven trends.
Data Standards & Trend Analysis: Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.
Mentorship & Training: Lead the technical development of the L2 tier, creating documentation and training programs to increase team capacity and self-sufficiency.
Backlog Optimization: Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team.
Technical Troubleshooting: Expertise in log analysis, system diagnostics, and replicating complex environments.
Analytical Thinking: Ability to synthesize large amounts of data to identify patterns and systemic risks.
Communication: Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers.
Mentorship: Proven experience in coaching or training technical peers.
Tools & Environment: Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.
Experience: 3–6 years in a high-tier technical support or systems engineering role.
Preferred Qualifications
Experience working in a financial fintech or senior technical support environment.
Familiarity with Agile methodologies
Certification in ITIL or similar service management frameworks.
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
Benefits
Free Meals & Snacks
Catered lunches
Health Insurance
100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
Home Office Stipend
$2,000 MXN monthly grocery coupons
Learning Budget
$2,000 USD annual Professional Development perk
13% savings funds
13% Saving funds
Paid Time Off
50% Vacation premium
Remote-Friendly
$2,000 USD annual Co-working Travel perk
Phone, headphone, home office equipment, and wellness perks
Phone finance, Headphone, home office equipment and wellness perks.
PayJoy is a credit provider focused on empowering under-served customers in emerging markets to achieve financial stability. Our patented secured credit technology opens the door for these individuals to access credit systems through innovative point-of-sale financing and credit cards. By leveraging machine learning and data science, we help our customers thrive as micro-entrepreneurs and navigate economic challenges effectively.
- Founded
- Founded 2015
- Employees
- 51-200 employees
- Industry
- Internet Software & Services
- Total raised
- $86M raised