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.
Experience working in a financial fintech or senior technical support environment.
Familiarity with Agile methodologies
Certification in ITIL or similar service management frameworks.
Preferred Qualifications:
Benefits:
100% Company-funded Health and Dental insurance for employees and immediate family members.
Life insurance.
Meal voucher
R$400,00 Commuting Benefit
R$180,00 for Home Office assistance.
Incentive for the Phone finance product.
Budget for noise-canceling headphones.
Budget for home office equipment.
Annual budget for wellness perks.
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Skills Required
- Technical troubleshooting including log analysis and system diagnostics
- Ability to perform root cause analysis on recurring incidents
- Proficiency with ITSM tools (Jira, Zendesk, ServiceNow)
- SQL / database query skills
- Basic scripting for automation (Python, Bash, or PowerShell)
- Analytical thinking to synthesize large datasets and identify trends
- Strong communication to translate technical issues between engineers and non-technical stakeholders
- Proven experience mentoring or training technical peers (L2 development)
- 3-6 years in high-tier technical support or systems engineering
- Experience in fintech or senior technical support environments
- Familiarity with Agile methodologies
- ITIL or similar service management certification
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.
PayJoy Insights
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.
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