Technical Support Analyst - Escalations, RCA & Mentorship

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

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.