Technical Support Specialist

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 Specialist serves as the highest point of technical escalation and the strategic bridge between Technical Support and the Engineering organization. Responsibilities 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 . Requirements 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. Benefits 100% Company-funded Health and dental and vision discount plan for employees and immediate family members. Life insurance. Phone finance, Headphone, home office equipment and wellness perks. 30 days of Christmas bonus 20 days paid Vacation 50% Vacation premium 13% Saving funds $2,000 MXN monthly grocery coupons $2,000 USD annual Co-working Travel perk $2,000 USD annual Professional Development perk Catered lunches 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