The Role
Resolves complex customer-facing technical issues, investigates recurring incidents, identifies software and infrastructure defects, and partners with Product and Engineering on fixes. Maintains support data and ticket quality, manages backlog health, and develops documentation and training for second-level support teams. Uses log analysis, diagnostics, SQL queries, ITSM tools, and scripting to improve issue resolution and product support visibility.
Summary Generated by Built In
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
- 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 : 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
Skills Required
- Bachelor's degree in Computer Science or a related field
- 1–2 years of experience in high-tier technical support or systems engineering, preferably in fintech or a senior technical support environment
- Expertise in log analysis, system diagnostics, and replicating complex environments
- Ability to analyze large amounts of data to identify patterns and systemic risks
- Ability to translate complex technical concepts between non-technical stakeholders and software engineers
- Experience coaching or training technical peers
- Familiarity with Agile methodologies
- Proficiency with ITSM tools such as Jira, Zendesk, or ServiceNow
- Proficiency with SQL or database queries
- Basic scripting proficiency in Python, Bash, or PowerShell
- Certification in ITIL or a similar service management framework
PayJoy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PayJoy and has not been reviewed or approved by PayJoy.
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Fair & Transparent Compensation — Pay is considered market‑aligned for senior U.S. technical roles, and public salary bands help candidates benchmark and align expectations. Feedback suggests this transparency supports confidence that offers are competitive for role and location.
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Healthcare Strength — Company‑paid basic medical, dental, vision, life, and disability coverage is emphasized as a standout element versus many startups. Feedback suggests this reduces out‑of‑pocket burden and strengthens the core benefits foundation.
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Parental & Family Support — Paid parental leave and flexible hours are highlighted alongside dedicated time off. Feedback suggests these family‑oriented policies enhance the perceived completeness of the package.
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The Company
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being. Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
