Technical Support Analyst

PayJoy, Inc; Jakarta Pusat; On-site; IDR 18,000,000 - 30,000,000; Full time

Benefits offered by this job

Private Health Insurance for employee

20 days vacation

Phone & home office setup

Co-working travel perk $2,000

Professional development perk $2,000

Catered Lunch

Job summary

PayJoy, Inc in Jakarta seeks a Technical Support Analyst to resolve a broad set of major technical issues and provide expert assistance to customers, ensuring a positive experience. The role requires strong troubleshooting, analytical thinking, and clear communication with both technical teams and stakeholders.

Responsibilities include high-level escalation, root cause analysis, engineering liaison, data trend analysis, mentorship to the L2 team, and backlog optimization.

Qualifications

• 3–6 years in a high-tier technical support or systems engineering role.
• Experience in financial fintech or senior technical support is a plus.
• Familiarity with Agile methodologies.
• ITIL or similar service management certification preferred.
• Proficient with log analysis and system diagnostics.

Responsibilities

• High-Level Technical Escalation: final contact for complex issues before Engineering.
• Root Cause Analysis (RCA): investigate recurring incidents to identify defects.
• Engineering Liaison: advocate for bug fixes based on data trends.
• Data Standards & Trend Analysis: track data for global visibility into product health.
• Mentorship & Training: lead L2 tech development and create documentation.
• Backlog Optimization: manage ticket lifecycle for actionable information.

Skills

Technical troubleshooting

Analytical thinking

Communication skills

Mentorship

Finance fintech experience

Tools

Jira

Zendesk

ServiceNow

SQL

Python

Bash

PowerShell

Job description

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