Technical Support Analyst

About PayJoy PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth. This role The Technical Support Analyst is responsible for resolving a variety of major technical issues, assistance and support to PayJoy's customers, ensuring a positive customer experience. Responsibilities Respond to the customer's experience team's technical questions, diagnosing and providing technical guidance on how to use a product or service effectively and efficiently. Serve as the final point of contact for complex technical issues before they reach Engineering, by owning the "unsolvable" problems and drive them to resolution. Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects. Partner with Product and Engineering teams to advocate for bug fixes and product improvements based on data-driven trends. Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends. Lead the technical development of the secund leveltier, creating documentation and training programs to increase team capacity and self-sufficiency. Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team. Requirements Bachelor's in Computer Science or related field. 1-2 years of experience in a high-tier technical support or systems engineering role, in a financial fintech or senior technical support environment. Expertise in log analysis, system diagnostics, and replicating complex environments. Ability to synthesize large amounts of data to identify patterns and systemic risks. Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers. Proven experience in coaching or training technical peers. Familiarity with Agile methodologies Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.Certification in ITIL or similar service management frameworks is a plus. Benefits 100% Company Funded : Private Health Insurance for employee and immediate family 20 days vacation Phone finance, Headphone, home office equipment and wellness perks. $2,000 USD annual Co-working Travel perk $2,000 USD annual Professional Development perk Catered Lunch 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. PayJoy Principles Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening