Technical Support Analyst - FinTech & RCA Expert

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

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.