Technical Support Analyst: RCA, Escalations & Mentorship

StartX; Jakarta Pusat; On-site; IDR 89,280,000 - 156,240,000; Full time

Benefits offered by this job

Private Health Insurance

20 days vacation

Phone & home office equipment

Co-working Travel perk

Professional Development perk

Catered Lunch

Job summary

PayJoy in Jakarta seeks a Technical Support Analyst to resolve major technical issues and provide outstanding customer support, ensuring a positive experience for users.

You will own escalations, perform RCA, and collaborate with Product and Engineering to push bug fixes and improvements. The role requires 3–6 years in a high-tier support setting and proficiency with Jira, Zendesk, and SQL. Fintech experience is a plus.

Qualifications

• 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: Translating complex technical concepts between non-technical stakeholders and software engineers.
• Mentorship: 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 in financial fintech or senior technical support; Agile methodologies; ITIL certification.

Responsibilities

• High-Level Technical Escalation: Serve as final contact for complex issues before Engineering; own unsolvable problems.
• Root Cause Analysis (RCA): Deep-dive investigations into recurring incidents to identify defects.
• Engineering Liaison: Advocate for bug fixes and product improvements based on data-driven trends.
• Data Standards & Trend Analysis: Maintain data tracking standards for global visibility into product health.
• Mentorship & Training: Develop L2 team through documentation and training programs.
• Backlog Optimization: Manage ticket lifecycle to keep backlog healthy and informative for development.

Skills

Technical Troubleshooting

Analytical Thinking

Communication

Mentorship

Tools & Environment

Education

3-6 years in high-tier tech support

Tools

Jira

Zendesk

ServiceNow

SQL

Python

Bash

PowerShell

Job description

PayJoy in Jakarta seeks a Technical Support Analyst to resolve major technical issues and provide outstanding customer support, ensuring a positive experience for users.

You will own escalations, perform RCA, and collaborate with Product and Engineering to push bug fixes and improvements. The role requires 3–6 years in a high-tier support setting and proficiency with Jira, Zendesk, and SQL. Fintech experience is a plus.