Technical Support Specialist - payjoy

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.

Responsabilities:

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-fund