Technical Support Analyst

PayJoy; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Benefits offered by this job

Private health insurance

20 days vacation

Co-working travel perk

Professional development perk

Catered lunch

Home office equipment

Job summary

PayJoy is seeking a Technical Support Analyst to resolve major technical issues and provide expert assistance to customers. You will ensure a positive experience by owning escalations, performing root-cause analysis, and coordinating with Product and Engineering for fixes.

You will drive data standards, trend analysis, and mentoring of the L2 team, while overseeing backlog health and actionable guidance for developers. 3–6 years in a senior support role is preferred.

Qualifications

• Experience in log analysis, system diagnostics, and reproducing complex environments.
• Ability to synthesize large data sets to identify patterns and risks.
• Strong written and verbal communication to translate technical concepts.
• Experience coaching or training peers in technical environments.
• Proficiency with ITSM tools (Jira, Zendesk, ServiceNow) and SQL queries.
• Basic scripting for automation (Python, Bash, PowerShell).
• 3–6 years in a high-tier technical support or systems engineering role.

Responsibilities

• High-Level Technical Escalation: final point of contact for complex issues before Engineering.
• Root Cause Analysis: deep-dive investigations into recurring incidents.
• Engineering Liaison: advocate for bug fixes and product improvements.
• Data Standards & Trend Analysis: track product health and support trends.
• Mentorship & Training: develop L2 capabilities with docs and training.
• Backlog Optimization: manage tickets to keep actionable information for devs.

Skills

Technical Troubleshooting

Analytical Thinking

Communication

Mentorship

ITSM Tools

SQL Queries

Scripting (Python/Bash/PowerShell)

Experience (3–6 years)

Tools

Jira

Zendesk

ServiceNow

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.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.